Quality Assurance Analyst • Entry-Level

Who you are

You are a detail-oriented individual with a strong understanding of quality assurance processes. Fluency in both English and Spanish is essential, allowing you to effectively monitor and evaluate agent calls in both languages. You possess excellent communication skills, enabling you to provide constructive feedback and coaching to agents based on your evaluations. You are organized and capable of tracking and documenting evaluations, scores, and trends efficiently. You thrive in a collaborative environment, building strong relationships with account managers, supervisors, and team leads to maintain consistent quality assurance processes.

What you'll do

In this role, you will monitor and evaluate agent calls daily, ensuring they meet departmental and client evaluation goals. You will communicate effectively with the QA team to maintain consistent processes and provide coaching and feedback to agents based on your monitored calls. You will track and document evaluations, scores, and trends, using company software to locate and review call recordings. Additionally, you will attend training sessions, meetings, and calibrations as needed, reporting daily production, scores, and trends to your team. You will also complete audits and quality-related projects as assigned, ensuring timely completion of all tasks.

What we offer

At Centerfield, you will be part of a dynamic team that values your contributions and supports your professional growth. We offer a collaborative work environment where you can develop your skills and advance your career in quality assurance. You will have the opportunity to work with leading brands and make a significant impact on customer acquisition strategies. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.