Call Quality & Operations Analyst

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

Benefits offered by this job

Service Days

Global Community

Extended health benefits

Professional development

Complimentary lunches and team events

Job summary

Buyerlink, LLC is seeking a Call Operations Analyst to review recorded and live calls, analyze queue activity, and translate performance data into actionable insights that improve customer support efficiency and agent effectiveness. This in-office role in American Fork, Utah requires detail-oriented, analytical individuals who can translate metrics into coaching and process improvements.

You will monitor call flow, evaluate agent performance, and prepare leadership-ready reports to guide

Qualifications

• 2+ years experience in a call center, appointment setting, customer support, quality assurance, or operations analysis role preferred.
• Strong analytical skills with the ability to interpret call data, identify trends, and translate findings into practical recommendations.
• High attention to detail and ability to evaluate calls consistently using established criteria and performance standards.
• Working knowledge of call center metrics such as average handle time, conversion rate, service level, abandon rate, queue volume, quality score, and agent productivity.
• Comfortable using call recording platforms, phone systems, CRM tools, spreadsheets, dashboards, and reporting tools.
• Clear written and verbal communication skills, with the ability to present findings in a professional and actionable way.
• Ability to work independently, manage recurring review tasks, meet deadlines, and maintain confidentiality when handling call recordings and performance information.
• Collaborative mindset with a focus on improving customer experience, operational efficiency, and agent success.
• You’ll be AI-native—not “AI-aware.”You’lldesign, own, and evolve agentic workflows that dramatically expand your leverage.

Responsibilities

• Review recorded and/or live calls from the Appointment Setting department to evaluate quality, accuracy, professionalism, and adherence to established standards.
• Monitor phone queues, call flow, wait times, abandoned calls, routing patterns, and other operational indicators to identify bottlenecks and opportunities for improvement.
• Analyze agent performance metrics such as call volume, talk time, quality scores, schedule adherence, and productivity trends.
• Prepare clear reports, summaries, and recommendations for leadership to support coaching, staffing decisions, process improvements, and operational planning.
• Identify recurring call issues, missed opportunities, training gaps, and customer experience trends through call reviews and data analysis.
• Partner with supervisors, trainers, and operations leaders to share findings and support consistent feedback, calibration, and continuous improvement efforts.
• Maintain accurate documentation of call review results, quality observations, performance trends, and recommended follow-up actions.
• Support the development and refinement of call review scorecards, quality standards, reporting tools, and operational best practices.

Skills

Analytical skills

Attention to detail

Written communication

Verbal communication

Team collaboration

AI-native approach

Tools

CRM tools

Spreadsheets

Dashboards

Reporting tools

Job description

Buyerlink, LLC is seeking a Call Operations Analyst to review recorded and live calls, analyze queue activity, and translate performance data into actionable insights that improve customer support efficiency and agent effectiveness. This in-office role in American Fork, Utah requires detail-oriented, analytical individuals who can translate metrics into coaching and process improvements.

You will monitor call flow, evaluate agent performance, and prepare leadership-ready reports to guide