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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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IDR is an equal opportunity employer. We provide reasonable accommodations for disabled employees and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, criminal history, or any other protected category under applicable federal, state, or local laws. We consider all qualified applicants, including those with criminal histories, in compliance with applicable Fair Chance laws.
To comply with civil rights laws, we invite applicants to voluntarily self-identify their race, ethnicity, gender, and veteran status. This information is confidential, optional, and will not affect your application. You may access this form here.
Pursuant to pay transparency laws, salary ranges and benefits will be disclosed where required by law. Compensation is based on factors such as experience, skills, and qualifications.
If you require a reasonable accommodation during the application or interview process, please contact Human Resources at hr@idr-inc.com