Quality Assurance Analyst

About the role

Centerfield is looking for a Quality Assurance Analyst to ensure call quality and compliance across its contact‑center operations. The QA Analyst will monitor agent calls, coach staff, and keep teams aligned with client policies and procedures.

Key responsibilities

• Monitor and evaluate agent calls on a daily basis.
• Meet departmental and provider evaluation goals.
• Communicate strategies, processes, and procedures with the Quality team to maintain consistent productivity.
• Coach and develop agents based on monitored calls.
• Track and document call evaluations, scores, and trends.
• Utilize company software to locate and review call recordings.
• Attend trainings, meetings, or calibrations as needed.
• Report daily production, scores, trends, and related activities.
• Establish healthy relationships with account managers, supervisors, team leads, and agents.
• Complete audit requests and quality‑related projects.

Required profile

• Previous experience in Quality Assurance and contact‑center environment (mandatory).
• Excellent written and verbal communication skills.
• Customer‑centric attitude and collaborative mindset.
• Strong time‑management and organizational abilities.

Required skills

• Advanced Excel proficiency.
• Intermediate PowerPoint skills.
• Experience with Speech Analytics Software.
• Reporting skills.
• Presentation skills.