[Remote] Call Center QA Support Analyst - Remote (FL, MI, or TX)
Note: The job is a remote job and is open to candidates in USA. Centro Benefits Research is experiencing tremendous growth and is seeking a QA Call Center Analyst to enhance customer interactions within their Benefit Support Call Center. The role involves monitoring calls, analyzing performance metrics, and leveraging AI data insights to drive improvements and support operational excellence.
Responsibilities
- Monitor and evaluate live and recorded calls to ensure adherence to quality standards, compliance requirements, and client expectations
- Analyze call center performance metrics and KPIs to identify trends, risks, and opportunities for improvement
- Aggregate and interpret AI performance data related to call quality and production to support reporting and training efforts
- Assist in the development, implementation, and maintenance of QA scorecards and performance tracking systems
- Monitor participation and engagement in trainings, internal chats, and Agent activities
- Track adherence to attendance policies and scheduled appointments
- Maintain a strong sense of urgency in meeting deadlines, with proactive and clear communication
Skills
- Experience in a call monitoring, quality assurance, or data analyst role, preferably in a sales or insurance environment
- Background in insurance, employee benefits, voluntary benefits, or life insurance strongly preferred
- Strong understanding of metrics, KPI monitoring, and performance reporting
- Experience with data aggregation, analysis, and production performance evaluation
- High School Diploma or equivalent required; Associate Degree or Business Certificate preferred
- Experience working in a remote or work-from-home environment
- Advanced technical proficiency with Excel and Microsoft Applications
- Fluent in English with strong written and verbal communication skills
- Bilingual Spanish fluency highly preferred
- Strong analytical mindset with the ability to interpret data and translate insights into action
- High attention to detail with a focus on quality and accuracy
- Ability to manage multiple systems, tools, and priorities simultaneously
- Solid understanding of call center operations and performance drivers
- Self-motivated with the ability to work independently in a fast-paced environment
- Excellent listening, interpersonal, and problem-solving skills
- Professional, confident, and positive demeanor
- Strong accountability and ownership of individual performance and responsibilities
Benefits
- Company-provided equipment: computer, monitors, keyboard, headset
- Full-time remote (work-from-home) opportunity
- Personalized coaching, training, and development programs
- Recognition and rewards for strong performance
- Opportunities for career growth and internal advancement
- A collaborative, inclusive culture of motivated professionals and leaders
- Variable compensation, commission, and/or annual bonus based on your individual performance and/or the company’s performance
- Health, wellbeing, retirement, and other financial benefits
- Paid time off
- Overtime pay for non-exempt employees
- Robust learning and development programs
- Reimbursement of job-related expenses per the company policy
- Employee perks and discounts
Company Overview