Quality Control Analyst I

The Quality Control Analyst I is responsible for monitoring and evaluating the quality of customer interactions within the call center to ensure compliance with company standards, regulatory requirements, and customer satisfaction goals. This entry-level role plays a critical part in identifying areas for improvement and supporting the development of call center agents through feedback and coaching insights.

Responsibilities

Assess agent performance based on predefined criteria such as communication skills, adherence to scripts, accuracy, and customer service.

Document findings and provide detailed feedback to supervisors and team leads.

Collaborate with training and operations teams to identify trends and recommend improvements.

Assist in the development and refinement of quality assurance standards and evaluation forms.

Maintain accurate records of evaluations and performance metrics.

Participate in calibration sessions to ensure consistency in evaluations.

Support compliance with internal policies and external regulations

Qualifications

1+ year of experience in a call center or customer service environment.

Strong attention to detail and analytical skills.

Excellent verbal and written communication skills.

Ability to work independently and as part of a team.

Proficiency in Microsoft Office Suite (Excel, Word, Outlook).

Familiarity with call center software and quality monitoring tools.

Additional Requirements:

Require an internet speed test before offer. Requirements 30mb download and 2mb upload.

What We Offer

AmTrust Financial Services offers a competitive compensation package and excellent career advancement opportunities. Our benefits include: Medical & Dental Plans, Life Insurance, including eligible spouses & children, Health Care Flexible Spending, Dependent Care, 401k Savings Plans, Paid Time Off.

AmTrust strives to create a diverse and inclusive culture where thoughts and ideas of all employees are appreciated and respected. This concept encompasses but is not limited to human differences with regard to race, ethnicity, gender, sexual orientation, culture, religion or disabilities.

AmTrust values excellence and recognizes that by embracing the diverse backgrounds, skills, and perspectives of its workforce, it will sustain a competitive advantage and remain an employer of choice. Diversity is a business imperative, enabling us to attract, retain and develop the best talent available. We see diversity as more than just policies and practices. It is an integral part of who we are as a company, how we operate and how we see our future.

Regular Full-Time