Quality Analyst

About the role

InteLogix is seeking a Quality Analyst to join our organization. In this role you will be responsible for organizing, coordinating, administering, and overseeing all aspects of quality delivery.

Key responsibilities

• Oversee implementation and administration of InteLogix Quality Assurance procedures.
• Contribute to training programs, including client‑specific training for new hires and nesting.
• Report technical issues promptly and follow up to ensure timely resolution.
• Conduct quality assurance monitoring for assigned employees to ensure adherence to performance standards such as professionalism, accuracy, empathy, and script adherence.
• Verify agents follow company policies, industry regulations, and legal requirements (e.g., data privacy laws).
• Identify performance patterns and recommend process improvements or training needs.
• Check accuracy of CRM entries, adherence to workflows, and proper use of call‑center tools.
• Compile and present performance reports to management, highlighting key metrics, trends, and areas for improvement.

Required profile

• Maintain confidentiality and integrity of administrative work.
• Establish and maintain effective working relationships with supervisors, colleagues, and subordinates.
• Project a positive, professional, and caring image to applicants and employees.
• Highly detail‑oriented with a focus on accuracy and precision.
• Strong verbal and written communication skills.
• Must be at least 18 years old and have a High School Diploma or equivalent.
• Minimum 1 year of call‑center experience; 1 year of QA experience preferred.

Required skills

• Proficiency in Microsoft Word.
• Proficiency in Microsoft Excel.
• Ability to type quickly and accurately.