Call Center Quality Analyst

Job Description

Our client seeking a Quality Assurance Analyst with a strong background in call center operations. This long-term temporary position features a hybrid schedule, allowing remote work on Mondays and Fridays, and offers a supportive environment focused on continuous improvement and compliance.

Key Responsibilities:

Monitor and evaluate inbound and outbound calls for quality, compliance, and customer experience standards.

Score calls and deliver actionable feedback to agents and supervisors to drive performance improvements.

Identify trends, gaps, and opportunities for training and process enhancements.

Collaborate with training and operations teams to ensure consistent QA standards.

Maintain detailed documentation and reporting related to QA activities and metrics.

Ensure compliance with company policies and industry regulations.

Qualifications:

Proven experience in a call center QA role, specializing in call monitoring and scoring.

Strong analytical skills and high attention to detail.

Effective written and verbal communication skills.

Ability to provide constructive, actionable feedback.

Experience in the utilities industry or other regulated industry is a strong plus.

Proficiency in QA tools and Microsoft Office Suite.

What We Offer:

Competitive pay up to $91K annually

Hybrid schedule – work remotely on Mondays and Fridays

Health insurance and paid time off available

Opportunity to contribute to high-quality service delivery in a regulated environment

Job Types: Full-time, Temporary

Pay: Up to $90,000.00 per yearCompany Description

HTSS is a full service staffing and recruiting company based in the Lehigh Valley. We have successfully provided our clients with top talent since 1993.

Hybrid remote