Call Center Quality Assurance Analyst

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🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔧 QA Engineer (Quality Assurance)

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Aspira

WebsiteLinkedInAll Job Openings

501 - 1000 employees

☁️ SaaS

🤝 B2B

🏛️ Government

SaaS • B2B • Government

Aspira is the largest provider of outdoor recreation software in North America, delivering cloud-based reservation, permitting, ticketing, payment processing, and administrative solutions for state and provincial parks, wildlife agencies, municipal and private campgrounds, and campers/RV customers. For over 40 years it has provided campground and lodging reservations, day‑use and parking fulfillment, event registration, call‑center and license fulfillment, point-of-sale and hardware procurement, marketing solutions, reporting and payment/refund processing to help public and private land managers operate and monetize outdoor recreation.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Health insurance • Flexible work arrangements • Professional development opportunities