Role Overview:

We are looking for a Quality Analyst responsible for monitoring and evaluating phone calls to ensure compliance with client requirements, company standards, and overall call quality.

Key Responsibilities:

• Analyze recorded and live calls on a daily basis to assess overall call quality, authenticity, and effectiveness
• Identify gaps in communication, process adherence, and alignment with client guidelines
• Evaluate how genuine, engaging, and result-oriented the calls are, ensuring a natural and trustworthy conversation flow
• Provide clear, actionable feedback to agents, along with practical suggestions on how calls can be improved
• Guide agents on improving tone, pitch, objection handling, and overall conversation structure
• Maintain detailed QA reports, scorecards, and performance trackers
• Highlight any critical compliance or quality issues to management in a timely manner
• Collaborate closely with team leaders to enhance agent performance and maintain high-quality standards across the team

Requirements:

• Good listening and analytical skills
• Strong attention to detail
• Basic understanding of call center operations
• Ability to provide constructive feedback
• Prior QA or call auditing experience preferred (not mandatory if trainable)
• Available to work in night shift (11:00 AM – 7:00 PM EST) with a 45-minute break