Quality Assurance Analyst - Call Monitoring

Insight Global; Richmond (VA); In loco; USD 52.000 - 76.000; Tempo pieno

Descrizione del lavoro

Insight Global is seeking a detail-oriented quality assurance specialist to monitor customer calls and ensure adherence to client standards. You will manage account-specific monitoring activities, analyze data to spot trends, and collaborate with suppliers and internal teams to drive improvements.

The role requires 1–3 years in quality or call monitoring, strong communication skills, and proficiency with Microsoft Office for reporting.

Competenze

• Associate degree preferred in Business Administration, Communications, or related field.
• 1-3 years in quality assurance, call monitoring, customer service ops, or similar environment; equivalent education/experience considered.
• Strong analytical, problem-solving, and organizational skills with high attention to detail.
• Ability to manage multiple priorities, meet deadlines, and work independently with minimal supervision.
• Strong verbal and written communication, able to collaborate across internal teams, suppliers, and clients.
• Proficiency in Microsoft Office Suite for reporting and presentations.

Mansioni

• Monitor and evaluate recorded customer calls to ensure compliance with client quality standards, procedures, and performance expectations.
• Manage client account-specific call monitoring activities, including quality reviews, dispute evaluation, remediation tracking, and performance reporting.
• Collect, analyze, and interpret call monitoring data to identify quality trends, defects, and opportunities for improvement.
• Coordinate with cross-functional teams, suppliers, and network partners to gather information, resolve issues, and support client deliverables.
• Provide clear and timely quality feedback to suppliers, track corrective actions, and monitor recurring performance concerns.
• Review call recordings and supporting documentation to determine the validity of quality disputes and manage resolutions through completion.
• Fulfill client requests for call logs, notes, recordings, and other reporting deliverables while ensuring accuracy and timeliness.
• Validate that quality reports, audit documentation, and call monitoring records are distributed to appropriate internal stakeholders and client representatives.
• Maintain detailed records of monitoring results, disputes, client requests, and supplier communications to support reporting and audit requirements.
• Support enhancements to quality assurance processes, reporting methodologies, and audit procedures to improve overall program effectiveness.

Conoscenze

Quality assurance

Call monitoring

Data analysis

Communication

Time management

Formazione

Associate degree in.Business Administration/Communications

Strumenti

Microsoft Office

Descrizione del lavoro

Insight Global is seeking a detail-oriented quality assurance specialist to monitor customer calls and ensure adherence to client standards. You will manage account-specific monitoring activities, analyze data to spot trends, and collaborate with suppliers and internal teams to drive improvements.

The role requires 1–3 years in quality or call monitoring, strong communication skills, and proficiency with Microsoft Office for reporting.