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.

