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.

