[Hiring] Call Center QA Support Analyst @Centro

Role Description

The QA Call Center Analyst serves as a call center support analyst responsible for monitoring, evaluating, and analyzing interactions within the Benefit Support Call Center (BSC). This role plays a key part in driving performance improvement through call monitoring, KPI monitoring, data aggregation, and production analysis.

Working within the Quality Assurance Team, this individual ensures high-quality customer interactions while leveraging AI data insights to identify trends, improve outcomes, and support operational excellence.

This is a Seasonal Contract Role through 12/11/2026.

Responsibilities

• Monitor and evaluate live and recorded calls to ensure adherence to quality standards, compliance requirements, and client expectations.
• Analyze call center performance metrics and KPIs to identify trends, risks, and opportunities for improvement.
• Aggregate and interpret AI performance data related to call quality and production to support reporting and training efforts.
• Assist in the development, implementation, and maintenance of QA scorecards and performance tracking systems.
• Monitor participation and engagement in trainings, internal chats, and Agent activities.
• Track adherence to attendance policies and scheduled appointments.
• Maintain a strong sense of urgency in meeting deadlines, with proactive and clear communication.

Qualifications

• Experience in a call monitoring, quality assurance, or data analyst role, preferably in a sales or insurance environment.
• Background in insurance, employee benefits, voluntary benefits, or life insurance strongly preferred.
• Strong understanding of metrics, KPI monitoring, and performance reporting.
• Experience with data aggregation, analysis, and production performance evaluation.
• High School Diploma or equivalent required; Associate Degree or Business Certificate preferred.
• Experience working in a remote or work-from-home environment.
• Advanced technical proficiency with Excel and Microsoft Applications.
• Fluent in English with strong written and verbal communication skills.
• Bilingual Spanish fluency highly preferred.

Preferred Skills

• Strong analytical mindset with the ability to interpret data and translate insights into action.
• High attention to detail with a focus on quality and accuracy.
• Ability to manage multiple systems, tools, and priorities simultaneously.
• Solid understanding of call center operations and performance drivers.
• Self-motivated with the ability to work independently in a fast-paced environment.
• Excellent listening, interpersonal, and problem-solving skills.
• Professional, confident, and positive demeanor.
• Strong accountability and ownership of individual performance and responsibilities.

Benefits

• Company-provided equipment: computer, monitors, keyboard, headset.
• Full-time remote (work-from-home) opportunity.
• Personalized coaching, training, and development programs.
• Recognition and rewards for strong performance.
• Opportunities for career growth and internal advancement.
• A collaborative, inclusive culture of motivated professionals and leaders.
• Base pay dependent upon skills, education, qualifications, professional experience, and location.
• Eligible for variable compensation, commission, and/or annual bonus based on individual and company performance.
• Health, wellbeing, retirement, and other financial benefits.
• Paid time off, overtime pay for non-exempt employees, and robust learning and development programs.
• Reimbursement of job-related expenses per company policy and potential employee perks and discounts.