Hailey Crabill

IDR is seeking a Call Quality Assurance Analyst to join one of our top clients for a remote opportunity. In this role, you will evaluate inbound/outbound calls and chat transcripts to ensure quality, compliance, and customer experience standards are consistently met. This is a great opportunity to contribute within a large, fast-paced organization in an industry such as healthcare services.

Position Overview for the Call Quality Assurance Analyst:

• Conduct quality audits of inbound/outbound calls and chat transcripts to ensure standards and compliance are met
• Identify trends, coaching opportunities, and training needs based on QA findings
• Investigate customer complaints and non-compliance issues and document outcomes
• Analyze QA data and contribute insights to improve processes and performance
• Participate in recurring calibration sessions with leadership to maintain scoring consistency

Requirements for the Call Quality Assurance Analyst:

• 2–4 years of call quality assurance experience (call monitoring/scorecards/calibration)
• Prior experience in a call center or contact center environment
• Proficiency with Microsoft Office (Excel, Word, Outlook) and strong intermediate computer skills
• Experience using NICE CXone or similar contact center QA/call monitoring tools
• High school diploma required (college degree preferred)

What's in it for you?

• Competitive compensation package
• Full Benefits; Medical, Vision, Dental, and more!
• Opportunity to get in with an industry leading organization.

Why IDR?

• 25+ Years of Proven Industry Experience in 4 major markets
• Employee Stock Ownership Program
• Dedicated Engagement Manager who is committed to you and your success.
• Medical, Dental, Vision, and Life Insurance
• ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row.

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