Contact Center Quality Analyst

A company is looking for a Contact Center Quality Analyst to support a Department of Veterans Affairs contact center project. Key Responsibilities: Monitor and evaluate recorded customer interactions for compliance with quality standards Score calls based on communication, professionalism, issue resolution, and process adherence Document findings and deliver constructive feedback to agents and supervisors Required Qualifications: Bachelor's degree in a related field preferred 1+ years of QA or contact center experience preferred Familiarity with QA platforms (e.g., NICE, Verint, Genesys, Calabrio) Proficient in Microsoft Office (Excel, Word, PowerPoint) Knowledge of compliance standards (e.g., HIPAA, PCI) and contact center best practices

Jun 19, 2025 - 02:00

A company is looking for a Contact Center Quality Analyst to support a Department of Veterans Affairs contact center project. Key Responsibilities: Monitor and evaluate recorded customer interactions for compliance with quality standards Score calls based on communication, professionalism, issue resolution, and process adherence Document findings and deliver constructive feedback to agents and supervisors Required Qualifications: Bachelor's degree in a related field preferred 1+ years of QA or contact center experience preferred Familiarity with QA platforms (e.g., NICE, Verint, Genesys, Calabrio) Proficient in Microsoft Office (Excel, Word, PowerPoint) Knowledge of compliance standards (e.g., HIPAA, PCI) and contact center best practices