What are the responsibilities and job description for the Call Monitoring & Quality Assurance Analyst position at PTR Global?
Job Title: Call Monitoring & Quality Assurance Analyst
Location: Chandler, AZ / Des Moines, IA (Hybrid – 3 days onsite, 2 days remote)
Duration: Contract (High Possible Extension/Conversion)
Interview Process: 1 Round Teams Video Interview (30 Minutes)
Position Summary
Client is seeking a Quality Assurance Analyst to monitor and evaluate customer service calls, complaints, and interactions to ensure quality standards, compliance requirements, and risk controls are followed. The role involves reviewing recorded calls, identifying process gaps, documenting findings, and supporting operational excellence within the contact center environment.
Key Responsibilities
- Monitor and evaluate inbound and outbound customer calls.
- Review customer complaints and service interactions for quality and compliance.
- Conduct call audits and quality assessments using established QA standards.
- Document quality issues, findings, and performance metrics.
- Ensure adherence to policies, procedures, and regulatory requirements.
- Identify risks, control gaps, and process improvement opportunities.
- Work closely with management and operational teams to improve service quality.
- Serve as a Subject Matter Expert (SME) on quality and compliance processes.
Required Skills
- 2 years of Call Monitoring or Quality Assurance experience.
- Experience reviewing recorded customer service calls.
- Strong Customer Service or Contact Center background.
- Experience with Quality Audits, Call Evaluations, or Compliance Reviews.
- Strong documentation, analytical, and communication skills.
- Ability to identify quality, compliance, and risk issues.
Preferred Skills
- Banking or Financial Services experience.
- Risk & Compliance knowledge.
- Complaint Management experience.
- Experience working with third-party vendors or oversight programs.
Ideal Candidate
- Quality Assurance Analyst
- Call Quality Analyst
- Quality Monitoring Specialist
- Contact Center QA Analyst
- Customer Service Quality Analyst
- Compliance QA Analyst
Pay Range: $21 - $23 / hr on W2
The specific compensation for this position will be determined by several factors, including the scope, complexity, and location of the role, as well as the cost of labor in the market; the skills, education, training, credentials, and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits, including medical, dental, vision, and 401K contributions, as well as PTO, sick leave, and other benefits mandated by applicable state or localities where you reside or work.
Salary : $21 - $23