Call Quality Auditor (CQA)

Job Description

REQUIREMENTS

• High school diploma or General Educational Development (GED) equivalency
• Minimum of 1 year of call center quality auditor experience for external candidates
• Exceptional written and verbal communication skills, including proper grammar and punctuation
• Ability to work independently with minimal supervision
• Ability to interpret policies and apply them accurately during call audits using critical-thinking skills
• Strong time-management skills

RESPONSIBILITES

• Audit assigned inbound and outbound calls each month to meet established quality-monitoring requirements
• Evaluate calls for customer service, technical performance, procedural compliance, and potential training or coaching opportunities
• Document audit findings, including deficiencies, errors, positive feedback, and areas for improvement
• Review failed call audits one-on-one with associates and support ongoing coaching activities
• Participate in regular calibration sessions with leadership to promote consistent quality standards
• Identify agent and process trends and provide feedback to leadership regarding potential deficiencies and solutions
• Develop subject matter expertise across supported departments, host virtual chair-side sessions, and assist with call quality policies, procedures, job aids, and communications.

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