QA Analyst

Position Overview

We are seeking a detail-oriented Quality Assurance Analyst to monitor, evaluate, and improve agent performance through the review of recorded calls. This role is critical in ensuring adherence to scripts, strengthening sales effectiveness, and maintaining strict compliance with legal and company policies.

The ideal candidate has a strong understanding of call center operations, sales techniques, and regulatory compliance standards, with the ability to provide actionable feedback that drives measurable performance improvement.

Key Responsibilities
Review and evaluate recorded inbound and outbound calls for:
Script adherence
Sales effectiveness and objection handling
Compliance with legal, regulatory, and company policies
Score calls using internal QA scorecards aligned with KPIs (PPH, Order Size, CPH)
Identify trends, performance gaps, and coaching opportunities
Provide clear, actionable feedback to agents and leadership
Partner with Coaches and Operations Managers to improve agent performance
Ensure consistency and fairness in QA evaluations across all campaigns
Flag compliance violations and escalate when necessary
Assist in developing and refining QA forms, scripts, and training materials
Participate in calibration sessions to maintain scoring accuracy
Track and report QA metrics, including agent performance trends and improvement progress
Qualifications
2+ years of experience in call center QA, coaching, or operations
Strong knowledge of sales call structure and objection handling
Familiarity with compliance standards (TCPA, HIPAA, or similar preferred)
Experience with QA scorecards and performance metrics (PPH, conversion rates, CPH)
Excellent listening, analytical, and attention-to-detail skills
Strong written and verbal communication skills
Ability to deliver constructive feedback in a professional, motivating manner
Proficiency with call center tools (e.g., dialers like Five9, CRM systems, reporting tools)
Preferred Qualifications
Experience in outbound sales environments (telemarketing, healthcare, financial services)
Background in coaching or training agents
Familiarity with remote team environments and performance tracking tools
Key Competencies
Analytical Thinking
Attention to Detail
Coaching & Feedback Delivery
Compliance Awareness
Performance Improvement Focus
What We Offer
Competitive compensation based on experience
Opportunity to work with a high-performing, growth-driven team
Career advancement opportunities in QA, Training, or Operations
Flexible work environment (remote options available)