Note: The job is a remote job and is open to candidates in USA. Aspira is a market-leading software and services provider for state and provincial parks and wildlife agencies. The Call Center Quality Assurance Analyst ensures high-quality customer interactions across the call center by monitoring agent performance and providing actionable feedback to improve customer experience and agent effectiveness.
Responsibilities
- Monitor and evaluate inbound and outbound calls, emails, and chat interactions for adherence to company policies, procedures, and quality standards
- Evaluate and monitor all customer interactions, providing actionable feedback that drives measurable improvements in customer experience and agent performance
- Identify performance trends and surface emerging issues before they escalate, using data to explain why performance is changing
- Conduct audits of call center interactions to uncover coaching and development opportunities
- Deliver clear, constructive feedback and coaching agents to improve communication skills and quality metric adherence
- Ensure scorecards reflect current business priorities and provide feedback agents can immediately apply
- Ensure compliance with company and client standards and partner with leadership to address gaps
- Participate in calibration sessions to ensure consistency and alignment in quality evaluation across the team
- Collaborate with operations and training to develop and implement QA strategies and recommend process improvements
- Generate reports on KPIs, quality metrics, and customer feedback to track performance and guide decisions
- Conduct and participate in client-facing QA monitoring sessions, serving as a knowledgeable and professional representative of Aspira
- Evaluate interactions across all channels — calls, SMS, email cases, and agent-related issues — to continuously evolve how the team delivers service
- Achieve individual KPIs and support department goals and objectives
- Maintain current knowledge of company and client policies; complete all assigned training in a timely manner
- Model Aspira's culture through teamwork, collaboration, transparent communication, and accountability
- Support the department with additional duties as needed; maintain flexibility around scheduling when required
Skills
- Detail-oriented with a strong ability to spot inconsistencies, errors, and performance gaps across agent interactions
- Analytical mindset with the ability to interpret data, identify trends, and translate findings into actionable recommendations
- Skilled at delivering clear, diplomatic feedback and coaching in a way that supports continuous improvement
- Strong problem-solving ability with a focus on root-cause analysis and sustainable solutions
- Adaptable and calm under pressure; professional and composed in all interactions
- Demonstrates a genuine willingness to answer questions, solve problems, and support team members
- Monitor and evaluate inbound and outbound calls, emails, and chat interactions for adherence to company policies, procedures, and quality standards
- Evaluate and monitor all customer interactions, providing actionable feedback that drives measurable improvements in customer experience and agent performance
- Identify performance trends and surface emerging issues before they escalate, using data to explain why performance is changing
- Conduct audits of call center interactions to uncover coaching and development opportunities
- Deliver clear, constructive feedback and coaching agents to improve communication skills and quality metric adherence
- Ensure scorecards reflect current business priorities and provide feedback agents can immediately apply
- Ensure compliance with company and client standards and partner with leadership to address gaps
- Participate in calibration sessions to ensure consistency and alignment in quality evaluation across the team
- Collaborate with operations and training to develop and implement QA strategies and recommend process improvements
- Generate reports on KPIs, quality metrics, and customer feedback to track performance and guide decisions
- Conduct and participate in client-facing QA monitoring sessions, serving as a knowledgeable and professional representative of Aspira
- Evaluate interactions across all channels — calls, SMS, email cases, and agent-related issues — to continuously evolve how the team delivers service
- Achieve individual KPIs and support department goals and objectives
- Maintain current knowledge of company and client policies; complete all assigned training in a timely manner
- Model Aspira's culture through teamwork, collaboration, transparent communication, and accountability
- Support the department with additional duties as needed; maintain flexibility around scheduling when required
- 3 – 5 years' call center customer service experience in an inbound and outbound call center with front line service to clients
- 2 – 4 years' experience within a Quality Assurance call center position evaluating and supporting call quality standards
- Demonstrated track record of efficient professional written and oral communication skills including the ability to provide constructive feedback and coaching to call center agents
- Excel/Power BI for reporting preferred
- QA and contact center platforms such as Verint, NICE, Genesys, or Amazon Connect — familiarity preferred
- Service Now or comparable CRM software — familiarity preferred
Company Overview