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Quality Assurance Analyst

CPi SecurityCharlotte, North Carolina, United States
On-site Full-time

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Experience Level

Experience

Qualifications

The ideal candidate will possess strong analytical skills, attention to detail, and a passion for quality improvement. Prior experience in call center environments or quality assurance roles is preferred. An ability to work collaboratively with team members and communicate effectively across departments is essential.

About the job

CPi Security is seeking a Quality Assurance Analyst based in Charlotte, North Carolina. This position focuses on supporting the quality of call center operations. Daily work centers on monitoring and evaluating calls across several departments. Using departmental score sheets within the VPI Voiceprint and CIC application, the analyst reviews call quality and flags significant issues for supervisors. This work helps drive improvements in call center performance and service quality.

Main Responsibilities

  • Monitor and score calls across the call center floor, including sales, retention, troubleshooting, and account creation calls.
  • Identify recurring issues and document them, providing feedback to the supervisory team.
  • Work with supervisors and trainers to suggest training needs and topics.
  • Communicate with supervisors and managers about quality concerns as they arise.
  • Produce quality statistics reports using VPI, broken down by department and representative.
  • Support the Quality Assurance Supervisor with quality assurance, training, and coaching projects.

About CPi Security

CPi Security is dedicated to providing exceptional security solutions with a focus on quality and customer satisfaction. Our commitment to excellence drives our operations and supports our team in delivering outstanding service.

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