Call Operations Insights Analyst

Buyerlink; American Fork (UT); On-site; USD 55,000 - 75,000; Full time

Job summary

Buyerlink is seeking a Call Operations Analyst to support the Call Verified team in American Fork, UT. You will monitor recorded and live calls, evaluate interactions, and analyze queue activity to uncover trends that drive coaching and efficiency.

The role requires detail-oriented, analytical candidates who are comfortable using call center metrics to recommend improvements and support a compliant, high-quality customer experience.

Qualifications

• Strong analytical skills with the ability to interpret call data and identify trends.
• High attention to detail and reliability in evaluating calls.
• Clear written and verbal communication skills for presenting findings.

Responsibilities

• Review recorded and/or live calls to evaluate quality and adherence to standards.
• Monitor queues, call flow, wait times, abandoned calls, and routing patterns to identify bottlenecks.
• Analyze agent performance metrics and productivity trends.
• Prepare clear reports and recommendations for leadership to support coaching and planning.
• Identify recurring issues and training gaps through data analysis.
• Collaborate with supervisors, trainers, and leaders to share findings and drive improvements.

Skills

Analytical skills

Attention to detail

Clear communication

Data interpretation

Tools

Call recording platforms

CRM tools

Phone systems

Dashboards & reporting tools

Job description

Buyerlink is seeking a Call Operations Analyst to support the Call Verified team in American Fork, UT. You will monitor recorded and live calls, evaluate interactions, and analyze queue activity to uncover trends that drive coaching and efficiency.

The role requires detail-oriented, analytical candidates who are comfortable using call center metrics to recommend improvements and support a compliant, high-quality customer experience.