Quality Analyst

About the Role

We are looking for a Quality Analyst to review customer calls and service responses, assess performance against established standards, and provide clear, constructive feedback. Based at 4315 Newton St, Metairie, LA 70001, this role involves evaluating communication quality, identifying recurring issues and helping teams maintain consistent service standards.

You will review interactions fairly, document your findings and share practical recommendations with the relevant team members. This position suits someone who pays attention to detail, communicates professionally and can explain quality issues clearly and objectively.

The regular work schedule is Monday through Friday, 9:00 a.m.–5:00 p.m. Central Time.

Key Responsibilities

• Review recorded calls and customer service responses against established quality standards.
• Score interactions consistently using the applicable evaluation criteria.
• Assess communication, accuracy, professionalism and adherence to service procedures.
• Provide specific, constructive feedback to help employees improve their performance.
• Identify recurring errors, communication gaps and opportunities for improvement.
• Prepare quality reports and maintain accurate evaluation records.
• Monitor quality trends and highlight recurring issues to supervisors.
• Work with relevant teams to clarify evaluation standards and address performance concerns.
• Participate in quality calibration sessions to support consistent scoring across reviewers.
• Follow up on feedback and track whether identified issues have been addressed.
• Handle call recordings, customer information and evaluation records confidentially.

What We’re Looking For

• Two or more years of experience in quality assurance, customer service or a related role.
• Strong attention to detail when reviewing calls, written responses and service records.
• The ability to assess interactions fairly and apply evaluation criteria consistently.
• Clear written communication and the ability to prepare accurate reports.
• Professional telephone manner and an understanding of appropriate customer communication.
• Strong listening, analytical and problem-solving skills.
• The ability to provide constructive feedback respectfully.
• Good organisation and the ability to manage review deadlines.
• A reliable approach to follow-up, recordkeeping and assigned responsibilities.
• The ability to handle confidential information responsibly.

What We Expect

We expect clear writing, good manners on the phone and reliable follow-through. Quality assessments should be accurate, fair and supported by specific observations. Feedback should explain what needs improvement and provide practical guidance where appropriate.

The successful candidate should communicate concerns professionally, maintain consistent scoring standards and ensure that recurring quality issues are documented and reported to the relevant team.

How to Apply

Submit your application through the Indeed job listing, following the employer’s application instructions. Include details of your quality assurance, call monitoring or customer service experience.

Equal Opportunity Statement

Applicants will be considered based on job-related skills, experience, and qualifications, in accordance with applicable employment laws.

Pay: $58,000.00 - $63,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person