We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!At Acquire Intelligence, our mission is to help businesses work smarter.We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe.If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.Advance Your Career — Join us today and be part of a team where your work makes an impact!WHY JOIN THE A-TEAM?Come for a career, stay for the fun!HMO coverage for you and your familyYearly Kick-Off Parties with major giveaways (like the car in 2023!)Get recognized through our ‘Value Awards’Grow your career – yes, we love to promote internallyDo meaningful work and collaborate with the best900 promotions given each year2,700+ leadership training coursesA SNAPSHOT OF YOUR ROLEAs a Quality Analyst, you will play a key role in ensuring excellent customer experiences by monitoring agent interactions and identifying coaching opportunities. You will assess transactions for compliance and effectiveness, guide agents through performance improvement, and partner with key internal teams to drive service quality across every touchpoint.YOUR DAILY RESPONSIBILITIESConduct live or recorded monitoring of agent interactions (voice and non-voice) in line with quality guidelinesPerform daily/weekly/monthly evaluations and provide objective, accurate feedbackDeliver coaching sessions to reinforce best practices and correct negative behaviorsPrepare reports with root cause analysis, trends, and recommended action itemsReport critical errors and coordinate with Ops, Training, and HR for follow-throughAttend administrative hearings for cases resulting from escalated calloutsFacilitate QA orientation and certification sessions for new hiresCollaborate with Ops and Training for agent skill development and recognition initiativesHost and document calibration sessions, including variance reportsAssist in the development or updates of QA tools and guidelines in collaboration with clientsShare compliance trends and insights with QA leadershipIdentify training or coaching opportunities based on performance trendsHandle evaluation disputes professionally and fairlyParticipate in internal and external reviews and client calibration meetingsSupport process improvement efforts in quality monitoring systems and workflowsSubmit best-in-class calls for good call library archivingPerform security audits and assess voice line/floor noise as neededProvide additional support through calls or back-office work when requiredA BIT ABOUT YOU1–2 years of experience in a QA role in a contact center environmentExperience with call monitoring and evaluation toolsStrong coaching and communication skillsHigh attention to detail and ability to analyze performance trendsAbility to collaborate with cross-functional teamsComfortable managing multiple priorities in a fast-paced environmentWHAT WE VALUEWe’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:Curious and Clever – Smart questions spark smart solutionsEntrepreneurial Energy – Think like an owner. Solve like a founderFast with Intent – We move fast and deliver real resultsLaugh and Learn – We don’t take ourselves too seriously, just our resultsWhat are you waiting for? Join the A-Team and experience the A-Life!Join the A-Team and experience the A-Life!
