Quality Assurance Analyst-Customer Service

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

Job Summary

The Call Center Quality Assurance Analyst is responsible for monitoring and evaluating customer service interactions to ensure compliance with company standards, policies, and customer experience expectations. This role listens to recorded and live customer calls, assesses agent performance, identifies coaching opportunities, and helps improve overall service quality and customer satisfaction.

Job Description

Location: Fayetteville

Type: Full-time

Responsibilities

• Listen to and evaluate customer service calls using established quality standards and scorecards.
• Monitor agent interactions for professionalism, accuracy, compliance, and adherence to company 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.
• Work closely with training and operations teams to improve customer service effectiveness.

Eligibility Requirements

• Previous experience in a call center, customer service, or quality assurance role.
• Financial or banking experience preferred.
• High school diploma or equivalent required; associate or bachelor's degree preferred.
• Strong listening and analytical skills.
• Excellent verbal and written communication skills.
• Ability to provide constructive feedback in a professional manner.
• Proficiency with call center software, CRM systems, and Microsoft Office applications.
• Ability to maintain confidentiality and handle sensitive information.

About EClerx

eClerx is a leading provider of productized services, bringing together people, technology and domain expertise to amplify business results.

The firm provides business process management, automation, and analytics services to a number of Fortune 2000 enterprises, including some of the world’s leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is traded on both the Bombay and National Stock Exchanges of India. The firm employs more than 19,000 people across Australia, Canada, France, Germany, Switzerland, Egypt. India, Italy, Netherlands, Peru, Philippines, Singapore, Thailand, the UK, and the USA.

For more information, visit www.eclerx.com

You can also find us on:

https://www.linkedin.com/company/eclerx/

https://www.indeed.com/cmp/Eclerx/about

https://www.glassdoor.com/eClerx

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. We are also committed to protecting and safeguarding your personal data. Please find our policy here