Quality Assurance Analyst – Call Center

About the role

Centerfield is looking for a Quality Assurance Analyst to ensure that every customer interaction meets the highest quality and compliance standards. You will monitor agent calls, coach team members, and keep stakeholders updated on policies and performance trends.

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 daily production.
• Utilize company software to locate and listen to call recordings.
• Attend trainings, meetings, and calibrations as needed.
• Report daily scores, trends, and activities.
• Build collaborative relationships with account managers, supervisors, and team leads.
• Complete audit requests and quality‑related projects.

Required profile

• Previous Quality Assurance and contact‑center experience (mandatory).
• Excellent written and verbal communication skills.
• Curious, entrepreneurial mindset with a customer‑centric attitude.
• Collaborative, fast‑learning, and coachable.
• Strong motivation to meet and exceed measurable performance goals.
• Effective time‑management and organizational abilities.
• Reliable attendance and punctuality.

Required skills

• Advanced Excel proficiency.
• Intermediate PowerPoint skills.
• Knowledge of Speech Analytics software.
• Reporting and presentation abilities.