Quality Assurance Specialist - Call Center

ACT Advanced Call Center Technologies; Norman (AL); On-site; USD 42,000 - 54,000; Full time

Job summary

Advanced Call Center Technologies is seeking a Quality Analyst to monitor calls and emails for accuracy, customer service, and policy adherence.

Under the Director of Training & Quality, you will design monitoring formats, track performance trends, and provide actionable feedback to team leads to improve quality across the center.

This role emphasizes collaboration with operations and training to drive measurable improvements.

Qualifications

• Experience interpreting quality metrics and trends.
• Ability to communicate clearly and professionally with staff.
• Familiarity with call center monitoring processes.

Responsibilities

• Design call monitoring formats and quality standards.
• Monitor calls and emails to assess agent performance.
• Compile trend data and prepare internal quality reports.
• Provide feedback to supervisors and staff.
• Support calibration sessions and coaching.

Skills

Call monitoring

Quality standards

Data analysis

Written and verbal communication

Training or coaching

Education

High School diploma/GED

Associate’s degree or some college preferred

Tools

MS Word

Excel

Outlook

Job description

Advanced Call Center Technologies is seeking a Quality Analyst to monitor calls and emails for accuracy, customer service, and policy adherence.

Under the Director of Training & Quality, you will design monitoring formats, track performance trends, and provide actionable feedback to team leads to improve quality across the center.

This role emphasizes collaboration with operations and training to drive measurable improvements.