Quality Analyst Lead - CX Coaching & Insights

Mass Markets; Wichita (KS); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Paid Time Off

Health Benefits

Paid Training

Job summary

A leading tech-enabled business services firm in Kansas is seeking a Quality Analyst Lead to enhance service excellence. This role involves monitoring performance, coaching frontline teams, and guiding improvement initiatives. Candidates should have 3-5+ years of QA or operations experience in a contact center, a strong understanding of quality frameworks, and the ability to analyze trends for actionable insights. The competitive compensation and benefits packages, including paid time off and health coverage, reflect our commitment to rewarding hard work.

Qualifications

• 3–5+ years of QA or operations experience in a contact center.
• Strong understanding of quality frameworks, scorecards, and audit methodologies.
• Ability to analyze trends and present actionable insights.

Responsibilities

• Provides targeted coaching to approximately 20 agents.
• Conducts evaluations, audits, calibration sessions, and trend analyses.
• Prepares quality reports highlighting trends and actionable recommendations.

Skills

QA or operations experience

Understanding of quality frameworks

Ability to analyze trends

Coaching skills

Attention to detail

Tools

Analytics tools

Job description

A leading tech-enabled business services firm in Kansas is seeking a Quality Analyst Lead to enhance service excellence. This role involves monitoring performance, coaching frontline teams, and guiding improvement initiatives. Candidates should have 3-5+ years of QA or operations experience in a contact center, a strong understanding of quality frameworks, and the ability to analyze trends for actionable insights. The competitive compensation and benefits packages, including paid time off and health coverage, reflect our commitment to rewarding hard work.