Call Centre Quality Assurance Analyst VA
A senior Call Centre Quality Assurance Analyst scores calls, chats and emails against your quality standards, coaches agents on the findings and reports trends, so service quality rises and compliance failures are caught early.
- Top 1% vetted talent
- No lock-in contracts
- Replacement guarantee
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Hourly rates · No lock-in contracts
Description
A Call Centre Quality Assurance Analyst VA reviews calls, chats and emails against your quality standards, scores interactions and provides feedback to improve agent performance. They can identify compliance risks, run calibration sessions and analyse trends across teams and contact types. Outsource Teams provides top 1% vetted talent with contact centre quality assurance experience, no lock-in contracts and a replacement guarantee.
Responsibilities
- Evaluate a statistically meaningful sample of calls, chats and emails each week against the client's quality scorecard.
- Score interactions consistently for accuracy, compliance, soft skills and resolution, with clear written feedback.
- Run calibration sessions with team leaders so scoring is consistent across evaluators.
- Deliver one-to-one coaching sessions with agents and track improvement on follow-up evaluations.
- Identify compliance risks such as failed identity verification, missed disclosures or data handling errors and escalate immediately.
- Maintain the scorecard and QA forms in tools such as Calabrio, NICE, Playvox, Scorebuddy or MaestroQA.
- Analyse quality trends by agent, team and contact driver and report monthly with recommendations.
- Build or refine speech analytics queries to find high-risk or high-value interactions.
- Support new-hire certification by evaluating and signing off initial call quality.
Software & Tools
Requirements
- At least 5 years in contact centre operations, with 3 or more years in a quality assurance role.
- Experience with QA and speech analytics tools such as Calabrio, NICE CXone, Playvox, Scorebuddy, MaestroQA or Observe.AI.
- Strong coaching and feedback skills with a record of measurable agent improvement.
- Understanding of compliance requirements for customer contact, such as PCI DSS for payments and privacy rules for verification.
- Excellent listening and written English for evaluation notes agents can act on.
- Analytical, with Excel or Google Sheets skills for trend reporting.
- Reliable high-speed internet and backup power, with core hours overlapping the client's operations.
Frequently Asked Questions
What do they review?
They can assess calls, chats and emails for accuracy, compliance, soft skills and whether the customer's issue was properly resolved.
Can they coach agents?
Yes. They can deliver one-to-one coaching, track improvement and run calibration sessions with team leaders to keep scoring consistent.
What tools can they use?
They can work with Five9, Genesys, Zendesk QA, Playvox, Microsoft Excel and Google Sheets, as well as platforms such as Calabrio, NICE CXone and MaestroQA.
How experienced are the candidates?
Candidates are expected to have at least five years in contact centre operations, including three or more years in a quality assurance role.
What does it cost?
Rates are listed in USD at $7 per hour for entry-level talent, $9 per hour for intermediate and $12 per hour for senior talent. There are no lock-in contracts.
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