Contact Center Quality Assurance (QA) Analyst

Doyle Security Services, Inc. (DSS); Austin (TX); Remote; USD 60,000 - 70,000; Full time

Job summary

A leading company in security services is seeking a meticulous Contact Center Quality Assurance (QA) Analyst. In this remote position, the analyst will evaluate customer interactions, provide feedback, and contribute to service improvement initiatives. Ideal candidates would possess strong analytical and communication skills, alongside a commitment to enhanced customer service delivery.

Benefits

Paid vacation

Health insurance

401(k) with company matches

Tuition reimbursement

Comprehensive benefits package

Wellness program

Qualifications

• 1+ years of experience in a contact center environment, preferably in a QA role.
• Experience with QA platforms like NICE or Verint.
• Knowledge of customer service best practices and compliance standards (e.g., PCI, HIPAA).

Responsibilities

• Listen to and evaluate recorded customer interactions against quality standards.
• Provide actionable feedback to improve service quality.
• Collaborate with teams to identify training needs and support initiatives.

Skills

Attention to detail

Strong analytical skills

Verbal communication

Written communication

Listening skills

Business acumen

Education

High school diploma or equivalent

Associate or bachelor's degree

Tools

Microsoft Office Suite

Contact center QA platforms

Job description

Seeking a meticulous and objective Contact Center Quality Assurance (QA) Analyst to join our team. In this role, you will be responsible for conducting calibration sessions with other quality staff, listening to, evaluating and scoring recorded customer interactions, and providing actionable feedback to enhance service quality and customer satisfaction. The ideal candidate will have a keen ear for detail, strong analytical skills, and a passion for continuous improvement in customer service delivery.

Veterans are encouraged to apply.

Salary Range- $60,000 - $70,000

Location- Remote

Responsibilities

• Listen to and review recorded customer calls to assess agent process against established quality standards.
• Score calls are based on predefined criteria, such as adherence to scripts, communication skills, problem resolution, and professionalism.
• Document findings, trends, and areas for improvement in a clear and structured manner.
• Provide constructive feedback and recommendations to agents and supervisors to drive performance improvement.
• Collaborate with training and operations teams to identify coaching needs and support ongoing training initiatives.
• Participate in calibration sessions to ensure scoring consistency and alignment with quality standards.
• Assist in the development and refinement of quality monitoring forms, scorecards, and evaluation processes.
• Generate and present regular reports on quality metrics, trends, and agent performance.
• Stay updated on product knowledge, customer service best practices, and compliance requirements.
  
  

Qualifications

• High school diploma or equivalent required; associate or bachelor's degree preferred. 1+ years of experience in a contact center environment, preferably in a quality assurance or monitoring role.
• Experience with contact center QA platforms (e.g., NICE, Verint, Genesys, Calabrio).
• Knowledge of contact center customer service best practices and compliance standards (e.g., PCI, HIPAA).
• Strong listening and analytical skills with attention to detail.
• Excellent verbal and written communication skills.
• Ability to provide objective, unbiased feedback.
• Familiarity with quality monitoring tools and call recording systems.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Previous work in healthcare is a plus.
• Strong business acumen
  
  

Benefits Overview: Full-time employees are offered comprehensive and competitive benefits package including paid vacation, sick leave, holidays, health insurance, life insurance, military leave, training, tuition reimbursement, a wellness program, short- and long-term disability, 401(k) retirement plan with company matches/immediate vesting, commuter benefits, and more.

EEO Policy: It is our policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits, and termination, are made without regard to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identity, citizenship status, veteran status, disability, or any other characteristic protected by applicable federal, state or local law.

Salary: $60000 - $70000 per year