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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 hiring a Quality Assurance Analyst in Charlotte, North Carolina. This role supports the quality of call center operations by monitoring and evaluating calls across multiple departments. Using departmental score sheets in the VPI Voiceprint and CIC application, the analyst reviews call quality and flags important issues for supervisors. The work contributes directly to improving call center performance and service standards.

Main responsibilities

  • Monitor and score calls throughout the call center, including sales, retention, troubleshooting, and account creation calls.
  • Identify recurring issues, document them, and provide feedback to the supervisory team.
  • Collaborate with supervisors and trainers to recommend training needs and topics.
  • Communicate quality concerns to supervisors and managers as they arise.
  • Create quality statistics reports using VPI, broken down by department and representative.
  • Assist 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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