Call Center Quality Analyst

Troy, Michigan
Posted On: April 11, 2019
Last Day to Apply: April 26, 2019

Summary of Duties::


The Quality Analyst position is responsible to meet the needs and expectations of the client and corporate channels.  Ensuring the organizational compliance to internal and external expectations.  He/she in conjunction with the Operations Manager goals, vision and expectations. As it relates to quality standards and metrics.

Main Responsibilities:

  • Ensure Quality performance metrics are being measured and met
  • Assist in assessment of employee skills to identify coaching opportunities
  • Provides professional communication to the client and upper management in regards to quality compliance.
  • Submit daily, weekly and monthly reports to management and clients upon request regarding important QA numbers, trends and issues.
  • Works closely with all levels of employees to identify areas of opportunities, best practices and process improvements in the QA department.
  • Other special projects and duties as requested or assigned.

Skills and Qualifications:


  • Post-secondary education and/or formal training in a related area is an asset
  • Proven knowledge of QA metrics.
  • Direct or indirect sales experience is an asset
  • Working knowledge of MS Office applications
  • Background must be in a call center environment for at least 2-3 years; Former Team Leader/Supervisor would be preferred.
  • Strong team development and communication skills
  • Appreciation of diversity
  • Excellent ability to relationship build
  • Effective coaching skills and a persuasive communicator
  • Strong verbal and written communication skills are essential
  • Flexibility to work additional hours as dictated by business needs


Personal Attributes:

  • Capable of managing multiple, simultaneous projects
  • Ability to innovate, motivate and educate
  • Ability to demonstrate outcomes generated as a result of training
  • Strong time management skills
  • Ability to work with minimal supervision and tight deadlines
  • Ability to become the subject matter expert on a variety of topics

Qualified candidates will be contacted and scheduled for interviewing for 4/15/19 through 4/19/19 10am -3pm; and from 4/22/19 through 4/25/19 11am -3pm.  

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