Quality Assurance Analyst – Call Center

About the role

We are seeking a Quality Assurance Analyst to support our call‑center operations by monitoring performance, generating reports, and driving continuous improvement. The role is ideal for a detail‑oriented professional with BPO or contact‑center experience.

Key responsibilities

• Monitor and evaluate customer interactions using QA scorecards, providing feedback and coaching.
• Ensure compliance with client, company, and quality standards.
• Analyze quality trends, prepare performance reports, and participate in calibration sessions.
• Collaborate with Operations and Training teams to enhance customer experience and agent performance.

Required profile

• High School Diploma required; Associate or Bachelor’s degree preferred.
• Advanced English (B2+) and fluent Spanish communication skills.
• Minimum 6 months of QA experience in a call‑center environment; experience evaluating interactions and using monitoring systems is a plus.

Required skills

• Intermediate to advanced Microsoft Excel.
• Experience with CRM systems and call‑center platforms.
• Ability to analyze performance data and identify trends.
• Strong reporting and documentation capabilities.