Call Quality Assurance Analyst

The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. In order to comply with these laws, we invite employees to voluntarily self-identify their race or ethnicity, gender, and veteran status (if applicable).

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.

#LI-Remote

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. IDR is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite employees to voluntarily self-identify their race or ethnicity, gender, and veteran status (if applicable). Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. You may access this form here.