Contact Center QA Analyst (Remote Scottsdale AZ)

Full-time - Entry Level

Scottsdale, AZ

About the position

Under the direction of the QA Manager, the Contact Center QA Analyst is responsible for monitoring and evaluating the quality of inbound and outbound communication between our contact center agents and customers. The Contact Center QA Analyst ensures compliance with company standards, identifies areas for improvement, and helps maintain a high level of customer satisfaction.

Responsibilities

• Review assigned escalations from management and ensure customer service standards are met
• Review recorded and live interactions (calls, emails, chats) to assess agent performance, adherence to company policies, and overall customer experience
• Review escalations involving social media threads and brand reputation as assigned
• Document call details with accuracy for review of quality standards and compliance
• Conduct regular quality assessments using standardized scoring criteria and provide detailed feedback and recommendations for improvement
• Leverage contact center technology and QA tools to streamline monitoring
• Ensure that all interactions comply with regulatory requirements, company policies, and industry best practices

Requirements

• Bachelor’s degree in Business, Communications, Business Administration and/or a combination of education and experience
• Minimum of 2+ years in a customer service role within a contact center environment
• Working knowledge of customer service software, contact center software, QA tools and databases
• Strong analytical skills and attention to detail
• Excellent verbal and written communication skills
• Ability to provide constructive feedback and facilitate training sessions
• Solid understanding of customer service principles and best practices
• Ability to manage multiple tasks and meet deadlines
• High level of integrity and professional ethics
• Must possess strong organizational and computer skills
• Salesforce experience is a plus
• Candidates must reside within a 30-mile radius of our corporate headquarters in Scottsdale AZ 85256

Benefits

• Exclusive Team Member Travel Discounts
• Affordable Medical Insurance
• 100% Employer Paid Dental and Vision Insurance
• HSA with Company Contribution
• 401(k)
• Basic and Voluntary Life & AD&D
• Pet Insurance
• Free Parking
• Amazing Culture!
• Modern office design
• Fully equipped gym is available to all employees
• Basketball Court – Perfect way to take a break and recharge during the day!