Call Center Quality Assurance Analyst

Aspira

QA Analyst at Aspira ensuring high-quality interactions across call center channels. Monitoring agent performance and providing actionable feedback to improve service outcomes.

Posted 6/10/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Monitor and evaluate inbound and outbound calls, emails, and chat interactions for adherence to company policies, procedures, and quality standards.
Evaluate and monitor all customer interactions, providing actionable feedback that drives measurable improvements in customer experience and agent performance.
Identify performance trends and surface emerging issues before they escalate, using data to explain why performance is changing.
Conduct audits of call center interactions to uncover coaching and development opportunities.
Deliver clear, constructive feedback and coaching agents to improve communication skills and quality metric adherence.
Ensure scorecards reflect current business priorities and provide feedback agents can immediately apply.
Ensure compliance with company and client standards and partner with leadership to address gaps.
Participate in calibration sessions to ensure consistency and alignment in quality evaluation across the team.
Collaborate with operations and training to develop and implement QA strategies and recommend process improvements.
Generate reports on KPIs, quality metrics, and customer feedback to track performance and guide decisions.
Conduct and participate in client-facing QA monitoring sessions, serving as a knowledgeable and professional representative of Aspira.
Evaluate interactions across all channels — calls, SMS, email cases, and agent-related issues — to continuously evolve how the team delivers service.
Achieve individual KPIs and support department goals and objectives.
Maintain current knowledge of company and client policies; complete all assigned training in a timely manner.
Model Aspira's culture through teamwork, collaboration, transparent communication, and accountability.
Support the department with additional duties as needed; maintain flexibility around scheduling when required.

Requirements

What you’ll need

3 – 5 years’ call center customer service experience in an inbound and outbound call center with front line service to clients.
2 – 4 years’ experience within a Quality Assurance call center position evaluating and supporting call quality standards.
Demonstrated track record of efficient professional written and oral communication skills including the ability to provide constructive feedback and coaching to call center agents.

Benefits

Comp & perks

Health insurance
Flexible work arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

call monitoringquality assurancedata analysisperformance evaluationKPI reportingcoachingauditingprocess improvementcustomer feedback analysiscommunication skills

Soft Skills

constructive feedbackteamworkcollaborationtransparent communicationaccountabilityflexibilityproblem-solvingleadershipinterpersonal skillsadaptability