Quality Analyst(Call Monitoring)
Full-time
7th Growth Marketing
Role Overview:
We are looking for a Quality Analyst responsible for monitoring and evaluating phone calls to ensure compliance with client requirements, company standards, and overall call quality.
Key Responsibilities:
- Analyze recorded and live calls on a daily basis to assess overall call quality, authenticity, and effectiveness
- Identify gaps in communication, process adherence, and alignment with client guidelines
- Evaluate how genuine, engaging, and result-oriented the calls are, ensuring a natural and trustworthy conversation flow
- Provide clear, actionable feedback to agents, along with practical suggestions on how calls can be improved
- Guide agents on improving tone, pitch, objection handling, and overall conversation structure
- Maintain detailed QA reports, scorecards, and performance trackers
- Highlight any critical compliance or quality issues to management in a timely manner
- Collaborate closely with team leaders to enhance agent performance and maintain high-quality standards across the team
Requirements:
- Good listening and analytical skills
- Strong attention to detail
- Basic understanding of call center operations
- Ability to provide constructive feedback
- Prior QA or call auditing experience preferred (not mandatory if trainable)
- Available to work in night shift (11:00 AM – 7:00 PM EST) with a 45-minute break
Vacancy posted 1 day ago
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