Call Center Quality Analyst
Job Description
Location: St. Louis, MO
We are seeking an experienced Call Center Quality Analyst to support a growing healthcare-focused organization based in St. Louis, Missouri. This hybrid role plays a critical part in monitoring service interactions, evaluating operational performance, and driving measurable quality improvements across customer support teams. The position is ideal for a data-driven professional who thrives in a structured, performance-based environment.
The ideal candidate is analytical, detail-oriented, and comfortable balancing scorecard accuracy with big-picture trend analysis. You are confident reviewing customer interactions, identifying coaching opportunities, and using performance data to influence process improvement. You bring strong independent execution skills and collaborate effectively with leadership and frontline teams.
Responsibilities:
- Conduct quality evaluations of inbound and outbound customer interactions across phone, chat, and email channels
- Monitor performance against established scorecards and compliance standards
- Identify performance trends and recurring quality gaps
- Perform root cause analysis to determine drivers of service defects or inefficiencies
- Prepare and deliver clear reporting to leadership on quality metrics and findings
- Participate in calibration sessions to ensure scoring consistency
- Partner with Operations and Training teams to improve coaching and performance outcomes
- Support quality improvement initiatives and special projects
- Maintain knowledge of internal processes, regulatory requirements, and service standards
Qualifications:
- Minimum of 4 years of Quality Assurance experience within a call center or regulated operational environment
- Strong understanding of contact center performance metrics and scorecard methodologies
- Experience with dashboards, reporting tools, and quality monitoring systems
- Demonstrated ability to translate data into actionable recommendations
- Strong written and verbal communication skills
- High attention to detail and analytical thinking
- Ability to work independently in a fast-paced environment
- Experience within healthcare, insurance, or other regulated industries preferred
Schedule & Work Environment:
- Full-time, hybrid position
- Two days per week onsite in the St. Louis, MO Office
- Standard business hours
- Structured, performance-driven contact center environment
Salary Range:
The salary range for this position is $70,000 – $90,000 annually (approximately $33.65 – $43.27 per hour), based on experience.
Interview Process:
Selected candidates will participate in a multi-step interview process, which includes a screening call with TalentLNX followed by interviews with Quality Leadership and Contact Center Operations management.
Equal Opportunity Employer: TalentLNX is committed to equal employment opportunity and prohibits discrimination and harassment of any kind. We are dedicated to building a diverse workforce and fostering an inclusive work environment where all employees and candidates are treated with respect and dignity. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or any other protected status under applicable law. We actively seek to recruit, develop, and retain talented individuals from diverse backgrounds, and we encourage all qualified candidates to apply for our job opportunities.