Job Description

Required Skills and Experience:

• 1-2 years of experience as a call center or contact operations Quality Assurance (QA) professional.
• Previous experience in auditing, preferably using Excel and Microsoft Office.
• Strong attention to detail and analytical skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Experience using third-party verification tools.

Plusses:

• Experience conducting call center analysis’
• Experience using AI tools.
• Previous experience working with tracked KPIs/metrics.
• Previous lead QA experience.
• High school diploma or equivalent; additional education or certifications in quality assurance or related fields is a plus.

Job Description:

Insight Global is seeking an entry level quality analyst to join one of the Big Five American Technology companies on their operations team. Dedicated to providing top-notch quality assurance services. We are seeking a detail-oriented Entry-Level Quality Analyst to review and analyze customer service calls, ensuring our clients’ quality standards are met. This role offers the opportunity to work with a leading technology company in a collaborative and supportive team environment, with ample opportunities for professional growth and development.

Key Responsibilities:

• Review and analyze customer service calls to ensure compliance with quality standards.
• Identify and document any issues or discrepancies in customer service calls.
• Provide feedback and recommendations for improvement to customer service teams.
• Maintain accurate records of quality audits using Excel and Microsoft Office.
• Collaborate with team members to develop and implement quality improvement initiatives.

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