Call Center Quality Assurance Analyst in Austin, TX at Vaco

Date Posted: 9/15/2021

Job Snapshot

  • Employee Type:
  • Location:
    Austin, TX
  • Job Type:
  • Experience:
    At least 1 year(s)
  • Date Posted:
  • Job ID:

Job Description


The Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customers.

The QA will monitor inbound and outbound call, chats email, social responses and more to assess associate's demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendations for enhancements to improve the overall customer experience.

  • Participates in design of call monitoring formats and quality standards.

  • Performs call monitoring and provides trend data to site management team.

  • Uses quality monitoring data management system to compile and track performance at team and individual level.

  • Performs monitors of customer care email responses.

  • Participates in customer and client listening programs to identify customer needs and expectations.

  • Provides actionable data to various internal support groups as needed.

  • Coordinates and facilitates call calibration sessions for call center staff.

  • Provides feedback to call center team leaders and managers.

  • Prepares and analyzes internal and external quality reports


  • 2-3 years Call Center Experience preferred

  • Excellent verbal, written and interpersonal communication skills

  • Must be self-starter with creative ability & writing proficiency

  • Exceptional listening and analytical skills

  • Exceptional time management skills

  • Ability to multitask and successfully operate in a fast paced, team environment

  • Must adapt well to change and successfully set and adjust priorities as needed

  • Must be proficient with Microsoft 365