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Quality Analyst at eClerx Career Site
Fayetteville, North Carolina, United States -
Full Time

Start Date

Immediate

Expiry Date

02 Jun, 26

Salary

13.0

Posted On

04 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Quality Assurance, Call Monitoring, Performance Evaluation, Feedback Delivery, Data Analysis, Compliance, Attention To Detail, Communication, Problem Identification, Record Keeping, Call Center Operations, CRM Platforms

Industry

IT Services and IT Consulting

Description
We are seeking a detail-oriented Quality Analyst to monitor and evaluate customer interactions within our call center. This role is responsible for listening to recorded and live calls, assessing performance based on established standards, and providing constructive feedback to improve service quality and overall performance. KEY RESPONSIBILITIES * Monitor and evaluate recorded and live customer calls for quality, accuracy, and compliance. * Score calls using established quality assurance guidelines and performance metrics. * Provide clear, actionable feedback to agents to improve call handling and customer experience. * Identify trends, performance gaps, and recurring issues. * Document evaluation results and maintain accurate quality records. * Partner with supervisors and trainers to support performance improvement initiatives. * Ensure adherence to company policies, procedures, and regulatory requirements. QUALIFICATIONS * High School Diploma or GED required. * 1–2 years of call center experience preferred. * Strong attention to detail and analytical skills. * Excellent written and verbal communication skills. * Ability to provide professional, constructive feedback. * Familiarity with call monitoring systems and CRM platforms is a plus. Pay: starting at $13 phr
Responsibilities
The Quality Analyst will monitor and evaluate recorded and live customer calls against established standards for quality, accuracy, and compliance, scoring interactions using defined metrics. This role is also responsible for providing clear, actionable feedback to agents to enhance service quality and identifying recurring performance gaps.