Remote Quality Analyst – Contact Center Excellence

Firstsource; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

Sourcepoint, a Firstsource company, is seeking a Quality Analyst - Contact Center for remote work. The role focuses on auditing, reporting, and improving associate performance in alignment with quality standards and SLAs.

The candidate will conduct audits, analyze quality metrics, and collaborate with teams to drive continuous improvement while serving as a subject matter expert in processing knowledge and quality metrics.

Qualifications

• Bachelor's degree or equivalent experience.
• 2 years experience in an international contact center.
• 2 years of healthcare experience.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Outlook, Word).

Responsibilities

• Conduct analysis of individual, team, and organizational quality performance metrics.
• Perform audits, side-by-sides, coaching sessions, and development meetings.
• Maintain a repository of internal quality data to track trends.
• Collaborate with other Quality Analysts to update training materials.
• Serve as primary point of contact for quality-related client communications.

Skills

Contact center operations

Quality monitoring

Feedback delivery

Remote mentoring

Detail-oriented

Multitasking

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office Suite

Job description

Sourcepoint, a Firstsource company, is seeking a Quality Analyst - Contact Center for remote work. The role focuses on auditing, reporting, and improving associate performance in alignment with quality standards and SLAs.

The candidate will conduct audits, analyze quality metrics, and collaborate with teams to drive continuous improvement while serving as a subject matter expert in processing knowledge and quality metrics.