Quality Assurance Analyst • Entry-Level

Who you are

As a Quality Assurance Analyst, you will play a crucial role in maintaining the quality and compliance standards at Centerfield. You are detail-oriented and possess strong communication skills, enabling you to effectively interact with agents, supervisors, and team leads. Your ability to analyze call data and provide constructive feedback will be essential in fostering a culture of continuous improvement within the team. You understand the importance of adhering to client policies and procedures, ensuring that all agents are well-informed and compliant.

You thrive in a collaborative environment and are committed to building professional relationships with your colleagues. Your coaching skills will help agents develop their capabilities, ensuring they meet departmental evaluation goals. You are proactive in tracking and documenting call evaluations, identifying trends, and communicating these insights to the Quality team. Your dedication to quality assurance will contribute significantly to the overall success of the organization.

What you'll do

In this role, you will monitor and evaluate agent calls on a daily basis, ensuring that quality and compliance guidelines are met. You will be responsible for coaching and developing agents based on the calls you monitor, providing them with the feedback they need to improve their performance. You will communicate effectively with other members of the Quality team to discuss strategies, processes, and procedures that enhance productivity and quality standards.

Your responsibilities will include tracking and documenting calls, evaluation scores, and trends to ensure that the team meets its goals. You will work closely with supervisors and team leads to ensure that all agents are updated with the latest client policies and procedures. Your role will be pivotal in establishing a transparent and respectful relationship with account supervisors, which is essential for the development and coaching of agents. By fostering a supportive environment, you will help agents reach their full potential and contribute to the overall success of Centerfield.

What we offer

At Centerfield, we pride ourselves on being a recognized employer in the industry, offering a supportive and engaging work environment. You will have the opportunity to work with a talented team dedicated to delivering exceptional customer acquisition solutions. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds. Join us in making a significant impact in the digital marketing landscape.