Remote Call Center QA Analyst | Elevate Customer Experience

eClerx; United States; Remote; USD 52,000 - 78,000; Full time

Job summary

eClerx is seeking a Remote Call Center Quality Assurance Analyst to monitor customer service interactions and ensure compliance with company standards and customer experience expectations.

You will listen to recorded and live calls, assess agent performance, identify coaching opportunities, and help improve overall service quality and customer satisfaction. You will collaborate with training and operations to track trends and prepare management reports.

Qualifications

• Experience in a call center, customer service, or QA role.
• Financial or banking experience preferred.

Responsibilities

• Listen to and evaluate customer service calls using quality standards and scorecards.
• Monitor agent interactions for professionalism, accuracy, and compliance.
• Identify strengths and areas for improvement in performance.
• Provide detailed feedback and coaching recommendations to supervisors and agents.
• Document quality monitoring results and maintain records.
• Track quality trends and identify recurring issues or training needs.
• Prepare quality assurance reports and performance summaries for management.
• Collaborate with training and operations to improve service effectiveness.

Skills

Active listening

Analytical thinking

Verbal & written communication

CRM software

Education

High school diploma or equivalent

Associate or Bachelor's degree preferred

Tools

CRM software

Microsoft Office

Call center software

Job description

eClerx is seeking a Remote Call Center Quality Assurance Analyst to monitor customer service interactions and ensure compliance with company standards and customer experience expectations.

You will listen to recorded and live calls, assess agent performance, identify coaching opportunities, and help improve overall service quality and customer satisfaction. You will collaborate with training and operations to track trends and prepare management reports.