Call Operations Analyst

The Call Operations Analyst supports the Call Verified team at Buyerlink by reviewing call quality, analyzing queue activity, and translating performance data into clear insights that improve customer support efficiency, agent effectiveness, and overall call operations.

In this role, you will monitor recorded and live calls, evaluate interactions, review phone queue activity, and identify trends in agent performance and call data. The ideal candidate is detail-oriented, analytical, and comfortable using call center metrics to recommend process improvements, support coaching efforts, and help ensure a consistent, professional, and fully compliant customer experience.

Please note that this is a fully in-office role in American Fork, Utah.

What you’ll do:

• Review recorded and/or live calls from the Appointment Setting department to evaluate quality, accuracy, professionalism, and adherence to established standards.
• Monitor phone queues, call flow, wait times, abandoned calls, routing patterns, and other operational indicators to identify bottlenecks and opportunities for improvement.
• Analyze agent performance metrics such as call volume, talk time, quality scores, schedule adherence, and productivity trends.
• Prepare clear reports, summaries, and recommendations for leadership to support coaching, staffing decisions, process improvements, and operational planning.
• Identify recurring call issues, missed opportunities, training gaps, and customer experience trends through call reviews and data analysis.
• Partner with supervisors, trainers, and operations leaders to share findings and support consistent feedback, calibration, and continuous improvement efforts.
• Maintain accurate documentation of call review results, quality observations, performance trends, and recommended follow-up actions.
• Support the development and refinement of call review scorecards, quality standards, reporting tools, and operational best practices.
  
  

Who you are & what you bring:

• 2 years experience in a call center, appointment setting, customer support, quality assurance, or operations analysis role preferred.
• Strong analytical skills with the ability to interpret call data, identify trends, and translate findings into practical recommendations.
• High attention to detail and ability to evaluate calls consistently using established criteria and performance standards.
• Working knowledge of call center metrics such as average handle time, conversion rate, service level, abandon rate, queue volume, quality score, and agent productivity.
• Comfortable using call recording platforms, phone systems, CRM tools, spreadsheets, dashboards, and reporting tools.
• Clear written and verbal communication skills, with the ability to present findings in a professional and actionable way.
• Ability to work independently, manage recurring review tasks, meet deadlines, and maintain confidentiality when handling call recordings and performance information.
• Collaborative mindset with a focus on improving customer experience, operational efficiency, and agent success.
• You’ll be AI-native—not “AI-aware.” You’ll design, own, and evolve agentic workflows that dramatically expand your leverage.