Customer Support Call Center Specialist

The Judge Group; Irving (TX); Hybrid; USD 55,000 - 75,000; Full time

Job summary

The Judge Group in Irving, TX is seeking a Quality Assurance Analyst to monitor customer interactions, ensure service quality and regulatory compliance. The role leverages call monitoring, AI conversation analytics, and QA scorecards to identify performance trends and guide coaching.

You will audit calls and interactions across multiple systems (B360, ACSS, Verint, LivePerson, EZ Tracker), identify risks, and provide clear feedback to supervisors.

Qualifications

• 2+ years QA in call centers or customer support operations.
• Identify policy violations, security risks, and procedural failures.
• Experience with speech/conversation analytics tools.
• Hands-on CRM and customer service systems experience.
• Excellent attention to detail and trend reporting.

Responsibilities

• Audit recorded calls and customer interactions using QA methods and AI analytics.
• Identify compliance risks and procedural gaps; escalate findings promptly.
• Provide actionable feedback to supervisors and team leads.
• Maintain QA scorecards, audit forms, and performance docs.
• Navigate multiple systems to evaluate interactions and document findings.

Skills

Call Center QA

Compliance Auditing

AI Analytics

CRM Systems

Analytical Skills

Communication

Multitasking

Tools

B360

ACSS

Verint

LivePerson

EZ Tracker

Job description

Location: Irving, TX - Hybrid (Tue–Thu onsite, Mon/Fri remote)

Core Responsibilities

The Quality Assurance Analyst monitors and evaluates customer interactions to ensure service quality, regulatory compliance, and adherence to company standards. This role uses call monitoring, AI conversation analytics, and QA scorecards to identify performance trends, provide actionable coaching feedback, and support operational excellence.

Key Responsibilities

Audit recorded calls and customer interactions using QA methodologies and AI-powered conversation analytics tools.

Identify compliance risks, procedural gaps, and policy violations; escape critical findings promptly.

Provide clear, actionable feedback to supervisors and team leads to improve agent performance.

Maintain QA scorecards, audit forms, and performance documentation while tracking trends and metrics.

Navigate multiple systems (B360, ACSS, Verint, LivePerson, EZ Tracker) to evaluate interactions and document findings.

Must-Have Skills

Call Center QA Experience — 2+ years in quality assurance, compliance auditing, or customer support operations.

Compliance Auditing — Ability to identify policy violations, security risks, and procedural failures.

AI Conversation Analytics — Experience with speech/conversation analytics tools (e.g., Gong).

CRM & Customer Support Systems — Hands-on experience with CRM platforms and customer service technologies.

Analytical & Documentation Skills — Strong attention to detail, trend analysis, and accurate reporting.

Communication Skills — Ability to deliver objective, constructive feedback to leadership and operational teams.

Multitasking & System Navigation — Experience managing multiple systems simultaneously in a fast-paced environment.