Top 1533 Nice quality analyst Jobs

Call Center Quality Assurance Analyst
Aspira —Remote
- Remote
- Microsoft Outlook
- Mid-level
- Continuous improvement
Quick Apply
14d
QA Analyst
Explorer Software Group —Remote
- $60,000 - $80,000 a year
- Online Application
- Remote
- Computer science
- Computer Science
- Mid-level
- Wellness program
- Disability insurance
Quick Apply
8d
QA Analyst - LOIS for Word
Filevine —Remote
- $105,000 - $150,000 a year
- Full-time
- Remote
- Mid-level
- Analysis skills
- 2 years
- Disability insurance
- Health insurance
Technical Writer | REMOTE
Dragonfli Group —Remote
- Full-time
- Remote
- Background check
- Microsoft Excel
- Computer Science
- Health savings account
- Paid holidays
Quick Apply
5d
Quality Assurance Engineer
OneDome —Arizona
- $1,000 - $1,500 a month
- Contract
- Remote
- English
- Mid-level
- Analysis skills
Quick Apply
Board Certified Behavior Analyst
Applied ABC —Hawaii
- $85 - $105 a year
- Part-time
- Bilingual
- School experience
- Classroom
- Continuing education credits
- Paid holidays
Quick Apply
5d
Data Analyst — Game Analytics (Chinese Mandarin Speaker)
Bitus Labs —Irvine, CA
- From $80,000 a year
- Full-time
- Computer Science
- Office
- 3 years
- Health insurance
- Dental insurance
Quick Apply
7d
Executive Compensation Analyst
BrainWorks —Atlanta, GA
- Office
- Bachelor's degree
- Continuous improvement
Quick Apply
Service Desk Analyst
Emergent Staffing —Minneapolis, MN
- $35 - $50 an hour
- Full-time
- Mid-level
- 3 years
- SQL
Quick Apply
Paid Media Specialist
Evolutions Brands, Inc. —Lake Dallas, TX
- $70,000 - $85,000 a year
- Full-time
- Background check
- Marketing
- Mid-level
- AD&D insurance
- Paid holidays
Quick Apply
5d
Service Desk Analyst
Emergent Staffing —Washington, DC
- $35 - $50 an hour
- Full-time
- Mid-level
- 3 years
- SQL
Quick Apply
Senior Indirect Tax Analyst
Philip Morris International U.S. —Tampa, FL
- $88,000 - $110,000 a year
- Full-time
- 5 years
- English
- Mid-level
- Commuter assistance
- Health insurance
Technical Recruiter - Senior
HTC Global —Troy, MI
- Full-time
- Hybrid work
- Background check
- Office
- US work authorization
- Health savings account
- Relocation assistance
Quick Apply
Systems Analyst/Developer
Accurate Fabrication —Hartford, WI
- From $70,000 a year
- Full-time
- Azure
- Computer Science
- Inventory management
- Health savings account
- Health insurance
Quick Apply
8d
Senior Data Platform Engineer
National Computing Group —Richmond, VA
- $70 - $80 an hour
- Full-time
- Hybrid work
- 5 years
- Office
- High school diploma or GED
- Free parking
Quick Apply
Quality Lab Analyst
Givaudan —East Hanover, NJ
- $24 - $25 an hour
- 12 hour shift
- Computer literacy
- Data analysis skills
- English
- Health insurance
- Dental insurance
Quick Apply
Apps Development Sr Programmer Analyst - Assistant Vice President
Citi —New York, NY
- $121,200 - $181,800 a year
- Full-time
- Computer science
- Computer Science
- System design
- Paid holidays
- Disability insurance
9h
MS Dynamics Developer
Accenture Federal Services —Washington, DC
- $78,600 - $160,200 a year
- Remote
- Computer Science
- Maintenance
- Mid-level
Data QA Test Lead
Leoforce —Duluth, GA
- $90,000 - $97,800 a year
- 6 years
- Computer Science
- Senior level
Quick Apply
Senior IT Integration Analyst
Performance Personnel Services, LLC —Pascagoula, MS
- $44 - $49 an hour
- Full-time
- Microsoft Excel
- Office
- Microsoft Office
Quick Apply

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Call Center Quality Assurance Analyst

Aspira -
Remote

Quick Apply

Job Details

14 days ago

Qualifications

Microsoft Outlook

Full Job Description

About Aspira

For forty years, Aspira has been the market-leading software and services provider for the great outdoors, primarily for state and provincial parks and wildlife agencies. As part of our constant evolution, we're executing an aggressive multi-year transformation to accelerate revenue growth, optimize cost structures, and maximize shareholder value while expanding our market position.

The leadership team has reset the company's core values to drive our transformation: Customer Obsession, Forward Momentum, One Team One Dream, Radical Transparency, Win with Integrity, and Excellence guide everything we do.

Position Purpose and Impact

The QA Analyst ensures consistent, high-quality customer interactions across the call center. This role monitors agent performance across calls, SMS, email cases, and other interaction types — identifying trends before they become larger issues, using data to explain performance shifts, and providing actionable feedback that improves both the customer experience and agent effectiveness. The QA Analyst partners closely with operations and training, participates in client-facing monitoring sessions, and continuously evaluates how we deliver service to drive ongoing improvement. This role helps ensure scorecards reflect current business priorities and represents Aspira professionally in all internal and client-facing QA engagements.

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.

Desired Qualifications

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.

Preferred Education and Experience

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.

Core Competencies

Attention to Detail — accurately identifies inconsistencies and performance gaps across large volumes of interactions.
Analytical Thinking — interprets data and trends to drive informed, objective recommendations.
Coaching Skills — delivers feedback agents can immediately understand and act on.
Objectivity — evaluates performance fairly and consistently, free from bias.
Conflict Management — navigates difficult feedback on conversations with professionalism and composure.
Time Management — manages monitoring queues, reporting deadlines, and calibration commitments effectively.
Communication — clear and precise in both written reports and verbal coaching sessions.

Technology

Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) — basic proficiency required; 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.

Quick Apply

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