Quality Analyst

Required Qualifications

  • At least 2 years QA experience in a call center environment is required
  • Excellent non-verbal and verbal communication skills – both oral and written
  • Strong organizational and problem solving skills
  • Proficient with MS Office products (Word, Excel and PowerPoint)
  • Strong interpersonal skills with the ability to perform effectively as a member of a team
  • Ability to creatively use resources and adjust to business changes quickly and professionally
  • Ability to work independently with minimal supervision, but also in a team environment
  • Must have facilitation skills
  • Strong attention to detail
  • Leadership Skills
  • Willing to work on a graveyard shift


  • Maintains top performance.
  • Prepare for and deliver quality reviews for each associate based on eLink performance guidelines.
  • Provides feedback to the Training Supervisor or Training and Quality Manager to identify gaps in quality and other areas of opportunity.
  • Gathers, documents, and distributes clear information from updates received by stakeholders/Marketing Division.
  • Attends TQD meetings and responds to emails and phone calls to ensure all program information is documented and updated.
  • Participate in internal and external client monitoring/calibration sessions in order to ensure thorough understanding of programs, goals and client standards of excellence.
  • Evaluation, documentation and analysis of calls through automated recording system to identify employee performance, call center trends and to determine customer satisfaction levels.
  • Coach associates once a trend/behavior is being identified.
  • Guides Associate QAs in any QA delivery
  • Supervises nesters in the nesting phase
  • Identifies trends and behaviors in Nesting
  • Performs performance evaluations and reviews in Nesting
  • Coaches Nesters and ensure the Nesting SOPs are being followed

Other Corporate QA Requirements

  • Completion of specific confirmation requirements prior to being confirmed ( regularization)
  • Completion of CTET (Coaching the elink Technique) prior to coaching Associates
  • Willingness to learn and uphold elink Systems and Concepts Vision and Mission
  • Completion of at least 4 Level 1 Certification Courses (PCI and CTET are mandatory)


    Previous call center experience

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