Call Center QA Analyst — Elevate Customer Experience

eClerx; Fayetteville (NC); On-site; USD 48,000 - 72,000; Full time

Job summary

eClerx in Fayetteville, NC is seeking a Call Center Quality Assurance Analyst to monitor and evaluate customer interactions, ensuring compliance with standards, policies, and customer experience expectations.

You will listen to recorded and live calls, assess agent performance, identify coaching opportunities, and collaborate with training and operations to improve service quality and satisfaction.

Qualifications

• Experience in call center, customer service, or quality assurance.
• Financial or banking experience preferred.
• High school diploma or equivalent; associate or bachelor’s degree preferred.
• Strong listening and analytical skills.
• Excellent verbal and written communication skills.
• Ability to provide constructive feedback professionally.
• Proficiency with call center software, CRM systems, and Microsoft Office.

Responsibilities

• Listen to and evaluate customer service calls using established quality standards and scorecards.
• Monitor agent interactions for professionalism, accuracy, compliance, and adherence to procedures.
• Identify strengths and areas for improvement in employee performance.
• Provide detailed feedback and coaching recommendations to supervisors and agents.
• Document quality monitoring results and maintain accurate records.
• Track quality trends and identify recurring service issues or training needs.
• Prepare quality assurance reports and performance summaries for management.
• Collaborate with training and operations teams to improve customer service effectiveness.

Skills

Listening

Analytical skills

Verbal communication

Written communication

Education

High school diploma

Associate degree

Bachelor's degree

Tools

Call center software

CRM systems

Microsoft Office

Job description

eClerx in Fayetteville, NC is seeking a Call Center Quality Assurance Analyst to monitor and evaluate customer interactions, ensuring compliance with standards, policies, and customer experience expectations.

You will listen to recorded and live calls, assess agent performance, identify coaching opportunities, and collaborate with training and operations to improve service quality and satisfaction.