Quality Assurance Analyst

About the role

Centerfield is seeking a Quality Assurance Analyst to ensure call quality and compliance across its digital marketing operations. The role involves monitoring agent calls, providing coaching, and maintaining up‑to‑date policies for a high‑volume contact center environment.

Key responsibilities

• Monitor and evaluate agent calls on a daily basis.
• Meet departmental and provider evaluation goals.
• Communicate strategies, processes, and procedures with the Quality team.
• Coach and develop agents based on monitored calls.
• Track and document evaluation scores, trends, and call logs.
• Utilize company software to locate and review call recordings.
• Report daily production, scores, and trends.
• Build and maintain relationships with account managers, supervisors, and team leads.
• Complete audit requests and quality‑related projects as needed.

Required profile

• Previous experience in Quality Assurance and contact‑center environments (mandatory).
• Excellent written and verbal communication skills.
• Curious, entrepreneurial mindset with a customer‑centric attitude.
• Collaborative, self‑driven and able to meet measurable performance goals.
• Strong time‑management and organizational abilities.
• Ability to thrive in a fast‑paced environment and receive coaching.

Required skills

• Advanced Excel skills.
• Intermediate PowerPoint proficiency.
• Experience with speech‑analytics software.
• Reporting and presentation capabilities.
• General tech‑savvy with intermediate computer skills.