Quality Analyst

Encore Technologies; Cincinnati (OH); On-site; USD 42,000 - 54,000; Full time

Job summary

Encore Technologies in Cincinnati, OH is seeking a Quality Analyst to review and analyze call quality and ensure high service standards. You will evaluate calls, provide feedback, and generate reports to support continuous improvement initiatives.

The role requires 1–2 years of relevant experience or an associate’s degree in a technical field, a basic to intermediate understanding of quality inspection processes, and familiarity with Calabrio (Cisco) for call monitoring.

Qualifications

• 1-2 years of relevant experience or an associate’s degree in a technical field.
• Basic to intermediate understanding of quality inspection processes, including documentation and reporting.
• Experience in IT Support or related fields.
• Familiarity with Calabrio (Cisco) for call monitoring and analysis.

Responsibilities

• Review recorded calls for quality assurance and compliance with service standards.
• Analyze call interactions to identify strengths and areas for improvement.
• Provide constructive feedback to team members to enhance performance.
• Document findings and generate reports on call quality metrics.
• Collaborate with team leads’ and managers to address quality issues and implement best practices.
• Participate in training sessions to improve call-handling skills across the team.
• Other duties as assigned.

Skills

Quality assurance

Call monitoring

Feedback

Reporting

Collaboration

Education

Associate’s degree in a technical field

Tools

Calabrio (Cisco)

Job description

Position Summary

As a Quality Analyst, you will play a vital role in reviewing and analyzing call quality to ensure high standards of service delivery. You will be responsible for evaluating calls, providing feedback, and generating reports to support continuous improvement initiatives.

Responsibilities

• Review recorded calls for quality assurance and compliance with service standards.
• Analyze call interactions to identify strengths and areas for improvement.
• Provide constructive feedback to team members to enhance performance.
• Document findings and generate reports on call quality metrics.
• Collaborate with team leads’ and managers to address quality issues and implement best practices.
• Participate in training sessions to improve call-handling skills across the team.
• Other duties as assigned.

Qualifications

• 1-2 years of relevant experience or an associate’s degree in a technical field.
• Basic to intermediate understanding of quality inspection processes, including documentation and reporting.
• Experience in IT Support or related fields.
• Familiarity with Calabrio (Cisco) for call monitoring and analysis.

Physical Requirements

• Prolonged periods sitting at a desk and working on the computer.
• Occasional liftin pushing, pulling up to 15 lbs.
• In-office position.