Call Center Quality Analyst — Insight & Improvement

ACT; Harlingen (TX); On-site; USD 40,000 - 52,000; Full time

Job summary

Advanced Call Center Technologies in Harlingen, TX is seeking a Quality Analyst to monitor calls and emails, assess accuracy and customer service, and ensure policy adherence. You will design monitoring formats, track performance, and report trends to improve quality.

The role requires at least 1 year in a call center, strong MS Word/Excel/Outlook skills, and the ability to communicate clearly with teams. Training department oversight applies.

Qualifications

• Education: High School diploma/GED; Associate's degree preferred.
• Experience: Minimum of one year in a call center; supervisor or training experience preferred.
• Skills: Windows/Web, MS Word/Excel/Outlook, effective verbal and written communication, ability to analyze and report results.

Responsibilities

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to site management.
• Uses quality monitoring system to compile and track performance at team and individual levels.
• Monitors customer care email and chat responses.
• Coordinates call calibration sessions for staff.
• Provides feedback to team leaders and managers.
• Prepares internal and external quality reports for management review.

Skills

Windows & Web

MS Word & Excel

Communication Skills

Data Analysis

Education

High School diploma/GED

Associate's degree preferred

Tools

MS Word

Excel

Outlook

Job description

Advanced Call Center Technologies in Harlingen, TX is seeking a Quality Analyst to monitor calls and emails, assess accuracy and customer service, and ensure policy adherence. You will design monitoring formats, track performance, and report trends to improve quality.

The role requires at least 1 year in a call center, strong MS Word/Excel/Outlook skills, and the ability to communicate clearly with teams. Training department oversight applies.