REMOTE QA Analyst (Call Center)

100% remote opportunity, must be able to work PST hours.

Aston Carter is hiring for an experience call center quality assurance analyst for a long-term (2 year contract)!


• Monitors, evaluates and scores a specified number of calls each month for all clients in order to provide an overall assessment of call center and collections quality

• Enters quality scores into a database for tracking and reporting purposes

• Quality issues and performance measures are used to ensure the highest level of customer service to cardholders while maintaining the integrity of the client

• The Call Center QA Analyst will responsible for auditing, analyzing, and managing call center adherence

• This individual will collaborate with multiple departments and outsourced vendor call centers to ensure that sites are implementing the program with a high degree of accuracy and effectiveness that drives agent performance

• Audit representative samples of QA Evaluations in all call center locations to assess accuracy of scoring and analyze results to uncover areas of opportunity for improvement

• Develop and implement improvement strategies with call center QA teams and center leadership to drive performance improvement to Key Performance Indicators

• Manage communication between internal support departments and call center sites to ensure training and knowledge portal information is accurate and effective

• Maintain awareness of call volume trends and customer needs to make recommendations for process changes / improvements that will promote a superior customer experience

• Lead calibration meetings with key stakeholders to develop excellence in Quality Assurance evaluation assessments across the enterprise

• Analyze call trends through call listening to uncover customer concerns that drive the business and work with internal departments to develop solutions to improve the customer experience

• Attend project status and planning meetings as needed


• Experience auditing and analyzing calls from a call center environment

• Proficient in MS Office suite, especially Excel

• Proficient in leading meetings, providing feedback, and coaching for improved performance

• Strong analytical skills

• Strong written and verbal communication skills

• Ability to work well in a fast paced collaborative work environment

• Exceptional project management skills and attention to detail

• Ability to manage priorities and set direction for a team

• Experience communicating with team members and key stakeholders and setting expectations


  • Medical, Dental, Vision, 401k benefits package

Work Environment:

FULLY REMOTE – ideally candidate will be on the West Coast/work PST hours.