Quality Assurance Analyst-Customer Service
Summary
The Call Center Quality Assurance Analyst monitors and evaluates customer service interactions to ensure compliance and service quality. The role involves listening to calls, providing feedback to agents, and tracking performance trends using CRM and office software.
Quality Assurance Analyst-Customer Service
Location: Fayetteville
Type: Full-time
Job Summary
The Quality Assurance Analyst is responsible for monitoring and evaluating customer service interactions to ensure compliance with company standards, policies, and customer experience expectations. This role listens to recorded and live customer calls, assesses agent performance, identifies coaching opportunities, and helps improve overall service quality and customer satisfaction.
Responsibilities
- Listen to and evaluate customer service calls using established quality standards and scorecards.
- Monitor agent interactions for professionalism, accuracy, compliance, and adherence to company procedures.
- Identify strengths and areas for improvement in employee performance.
- Provide detailed feedback and coaching recommendations to supervisors and agents.
- Document quality monitoring results and maintain accurate records.
- Track quality trends and identify recurring service issues or training needs.
- Prepare quality assurance reports and performance summaries for management.
- Work closely with training and operations teams to improve customer service effectiveness.
Eligibility Requirements
- Previous experience in a call center, customer service, or quality assurance role.
- Financial or banking experience preferred.
- High school diploma or equivalent required; associate or bachelor's degree preferred.
- Strong listening and analytical skills.
- Excellent verbal and written communication skills.
- Ability to provide constructive feedback in a professional manner.
- Proficiency with call center software, CRM systems, and Microsoft Office applications.
- Ability to maintain confidentiality and handle sensitive information.
About eClerx
eClerx is a leading provider of productized services, bringing together people, technology and domain expertise to amplify business results.
The firm provides business process management, automation, and analytics services to a number of Fortune 2000 enterprises, including some of the world’s leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is traded on both the Bombay and National Stock Exchanges of India. The firm employs more than 19,000 people across Australia, Canada, France, Germany, Switzerland, Egypt. India, Italy, Netherlands, Peru, Philippines, Singapore, Thailand, the UK, and the USA.
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eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. We are also committed to protecting and safeguarding your personal data. Please find our policy here