Call Center Quality Assurance Analyst

About Aspira

For forty years, Aspira has been the market-leading software and services provider for the great outdoors, primarily for state and provincial parks and wildlife agencies. As part of our constant evolution, we're executing an aggressive multi-year transformation to accelerate revenue growth, optimize cost structures, and maximize shareholder value while expanding our market position.

The leadership team has reset the company's core values to drive our transformation: Customer Obsession, Forward Momentum, One Team One Dream, Radical Transparency, Win with Integrity, and Excellence guide everything we do.

Position Purpose and Impact

• The QA Analyst ensures consistent, high-quality customer interactions across the call center. This role monitors agent performance across calls, SMS, email cases, and other interaction types — identifying trends before they become larger issues, using data to explain performance shifts, and providing actionable feedback that improves both the customer experience and agent effectiveness. The QA Analyst partners closely with operations and training, participates in client-facing monitoring sessions, and continuously evaluates how we deliver service to drive ongoing improvement. This role helps ensure scorecards reflect current business priorities and represents Aspira professionally in all internal and client-facing QA engagements.

Responsibilities

• Monitor and evaluate inbound and outbound calls, emails, and chat interactions for adherence to company policies, procedures, and quality standards.
• Evaluate and monitor all customer interactions, providing actionable feedback that drives measurable improvements in customer experience and agent performance.
• Identify performance trends and surface emerging issues before they escalate, using data to explain why performance is changing.
• Conduct audits of call center interactions to uncover coaching and development opportunities.
• Deliver clear, constructive feedback and coaching agents to improve communication skills and quality metric adherence.
• Ensure scorecards reflect current business priorities and provide feedback agents can immediately apply.
• Ensure compliance with company and client standards and partner with leadership to address gaps.
• Participate in calibration sessions to ensure consistency and alignment in quality evaluation across the team.
• Collaborate with operations and training to develop and implement QA strategies and recommend process improvements.
• Generate reports on KPIs, quality metrics, and customer feedback to track performance and guide decisions.
• Conduct and participate in client-facing QA monitoring sessions, serving as a knowledgeable and professional representative of Aspira.
• Evaluate interactions across all channels — calls, SMS, email cases, and agent-related issues — to continuously evolve how the team delivers service.
• Achieve individual KPIs and support department goals and objectives.
• Maintain current knowledge of company and client policies; complete all assigned training in a timely manner.
• Model Aspira's culture through teamwork, collaboration, transparent communication, and accountability.
• Support the department with additional duties as needed; maintain flexibility around scheduling when required.

Desired Qualifications

• Detail-oriented with a strong ability to spot inconsistencies, errors, and performance gaps across agent interactions.
• Analytical mindset with the ability to interpret data, identify trends, and translate findings into actionable recommendations.
• Skilled at delivering clear, diplomatic feedback and coaching in a way that supports continuous improvement.
• Strong problem-solving ability with a focus on root-cause analysis and sustainable solutions.
• Adaptable and calm under pressure; professional and composed in all interactions.
• Demonstrates a genuine willingness to answer questions, solve problems, and support team members.

Preferred Education and Experience

• 3 – 5 years’ call center customer service experience in an inbound and outbound call center with front line service to clients.
• 2 – 4 years’ experience within a Quality Assurance call center position evaluating and supporting call quality standards.
• Demonstrated track record of efficient professional written and oral communication skills including the ability to provide constructive feedback and coaching to call center agents.

Core Competencies

• Attention to Detail — accurately identifies inconsistencies and performance gaps across large volumes of interactions.
• Analytical Thinking — interprets data and trends to drive informed, objective recommendations.
• Coaching Skills — delivers feedback agents can immediately understand and act on.
• Objectivity — evaluates performance fairly and consistently, free from bias.
• Conflict Management — navigates difficult feedback on conversations with professionalism and composure.
• Time Management — manages monitoring queues, reporting deadlines, and calibration commitments effectively.
• Communication — clear and precise in both written reports and verbal coaching sessions.

Technology

• Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) — basic proficiency required; Excel/Power BI for reporting preferred.
• QA and contact center platforms such as Verint, NICE, Genesys, or Amazon Connect — familiarity preferred.
• Service Now or comparable CRM software — familiarity preferred.