Quality Analyst

Job Summary

The Customer Care Quality Assurance Analyst is responsible for monitoring and evaluating customer interactions to support quality, compliance, and customer experience objectives across outsourced Customer Care operations.

Using Cresta's AI-enabled Quality Assurance platform and other quality management tools, the analyst conducts quality evaluations, identifies trends and coaching opportunities, supports quality reporting activities, and shares findings with Customer Care leadership, Vendor Management, and vendor Quality Assurance teams.

The role works closely with vendor QA teams and coaches to support consistent application of quality standards, effective calibration practices, and performance improvement initiatives. The analyst helps ensure evaluations are accurate, consistent, and aligned with established standards.

Key Responsibilities

Quality Monitoring and Evaluation

• Conduct quality audits and evaluations of customer interactions using established scorecards, quality standards, policies, procedures, and regulatory requirements.
• Utilize Cresta and other quality management tools to monitor interaction quality and identify performance trends and coaching opportunities.
• Review AI-generated quality evaluations and escalate potential scoring concerns or discrepancies.
• Participate in call listening and calibration sessions to promote consistent application of quality standards and evaluation criteria.
• Prepare quality reports, summaries, and analysis of quality results for Customer Care leadership and operational stakeholders.
• Support the administration and maintenance of quality scorecards, evaluation processes, and quality monitoring tools.
• Call editing and masking of Personal Identifiable information (PII).

Vendor Quality Partnership and Performance Support

• Partner with vendor Quality Assurance teams, coaches, and Vendor Management to review quality results and support performance improvement efforts.
• Share quality findings, observations, and examples that support coaching and development activities.
• Participate in quality review discussions and support quality improvement activities.
• Track assigned quality-related action items and follow up on remediation activities as required.
• Support consistent application of quality standards and evaluation practices across vendor partners.

Compliance and Risk Monitoring

• Monitor customer interactions for adherence to regulatory requirements, company policies, procedures, and quality standards.
• Identify and escalate quality, compliance, or customer experience concerns through established processes.
• Support compliance reviews, quality investigations, and audit activities as required.
• Assist in tracking recurring quality and compliance issues and associated corrective actions.
• Maintain records and supporting documentation related to quality assurance and compliance activities.

Minimum Qualifications

• Bachelor's degree in Business, Communications, Education, or a related field, or an equivalent combination of education and experience.
• Two or more years of experience in Quality Assurance, Contact Center Operations, Customer Care Operations, Training, Coaching, or a related customer service function.
• Experience evaluating customer interactions using established quality standards and scorecards.
• Strong analytical and organizational skills.
• Strong verbal and written communication skills.

Preferred Qualifications

• Experience working within outsourced or vendor-supported contact center environments.
• Experience with quality assurance, speech analytics, or interaction analytics platforms such as Cresta, NICE, Verint, CallMiner, or similar technologies.
• Experience participating in quality calibration and quality review activities.
• Experience preparing reports and analyzing performance data.
• Knowledge of contact center quality assurance practices and performance metrics.
• Knowledge of utility, retail energy, financial services, telecommunications, healthcare, or other regulated customer service environments.

Additional Knowledge, Skills & Abilities

• Knowledge of contact center quality assurance principles and practices.
• Ability to objectively evaluate customer interactions and apply quality standards consistently.
• Strong attention to detail and ability to identify patterns and trends.
• Strong communication and interpersonal skills.
• Ability to collaborate effectively with vendor partners and internal stakeholders.
• Ability to review AI-generated quality evaluations and identify potential scoring inaccuracies or exceptions.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Commitment to continuous learning and professional development.