Call Quality Assurance Specialist

Endava; United States; Remote; USD 50,000 - 70,000; Full time

Benefits offered by this job

Hybrid work and flexible hours

Healthcare coverage

401(k) employer match

Wellbeing programme

Job summary

Endava in the United States is seeking an Analyst, Call Quality Assurance to conduct QA audits of inbound and outbound calls and chat transcripts, ensuring standards and product integrity.

You will collaborate with leadership to resolve quality and compliance issues, participate in training, and support special projects; prior call center experience and familiarity with NICE CXone are preferred.

Qualifications

• 2–4 years experience in QA call quality.
• Proficient in Microsoft Office.
• Previous call center experience.
• Experience with NICE CXone or other QA software.

Responsibilities

• QA audits of inbound and outbound calls and chat transcripts.
• Consult with leadership to resolve quality, compliance, and efficiency issues.
• Support testing on special department projects with leadership and training teams.
• Analyze QA data and participate in calibration meetings with leadership.

Skills

QA experience

Call center experience

Microsoft Office

Tools

NICE CXone

Job description

Endava in the United States is seeking an Analyst, Call Quality Assurance to conduct QA audits of inbound and outbound calls and chat transcripts, ensuring standards and product integrity.

You will collaborate with leadership to resolve quality and compliance issues, participate in training, and support special projects; prior call center experience and familiarity with NICE CXone are preferred.