Position Details
About this role
This role involves monitoring and evaluating customer interactions in a call center environment to ensure quality standards are met. The analyst provides feedback, documents results, and supports continuous improvement initiatives.
Key Responsibilities
- Monitor customer calls and emails
- Document quality results
- Provide coaching and feedback
- Analyze data to identify root causes
- Support continuous improvement
Technical Overview
Proficiency in QA methodologies, data analysis, and call monitoring tools such as Genie platform. Healthcare experience and bilingual skills are a plus.
Ideal Candidate
The ideal candidate is an entry-level Quality Assurance Analyst with at least 1 year of experience in call centers or production environments, proficient in QA methodologies, with strong data analysis and communication skills. Bilingual in Spanish and English is preferred.
Must-Have Skills
Nice-to-Have Skills
Tools & Platforms
Required Skills
Hard Skills
Soft Skills
Industry & Role
Keywords for Your Resume
Deal Breakers
Less than 1 year of QA experience, Lack of healthcare experience, Inability to communicate in Spanish, No experience with QA monitoring tools
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