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Note: The job is a remote job and is open to candidates in USA. Aspira is a market-leading software and services provider for state and provincial parks and wildlife agencies. The Call Center Quality Assurance Analyst ensures high-quality customer interactions across the call center by monitoring agent performance and providing actionable feedback to improve customer experience and agent effectiveness.ResponsibilitiesMonitor and evaluate inbound and outbound calls, emails, and chat interactions for adherence to company policies, procedures, and quality standardsEvaluate and monitor all customer interactions, providing actionable feedback that drives measurable improvements in customer experience and agent performanceIdentify performance trends and surface emerging issues before they escalate, using data to explain why performance is changingConduct audits of call center interactions to uncover coaching and development opportunitiesDeliver clear, constructive feedback and coaching agents to improve communication skills and quality metric adherenceEnsure scorecards reflect current business priorities and provide feedback agents can immediately applyEnsure compliance with company and client standards and partner with leadership to address gapsParticipate in calibration sessions to ensure consistency and alignment in quality evaluation across the teamCollaborate with operations and training to develop and implement QA strategies and recommend process improvementsGenerate reports on KPIs, quality metrics, and customer feedback to track performance and guide decisionsConduct and participate in client-facing QA monitoring sessions, serving as a knowledgeable and professional representative of AspiraEvaluate interactions across all channels calls, SMS, email cases, and agent-related issues to continuously evolve how the team delivers serviceAchieve individual KPIs and support department goals and objectivesMaintain current knowledge of company and client policies; complete all assigned training in a timely mannerModel Aspira's culture through teamwork, collaboration, transparent communication, and accountabilitySupport the department with additional duties as needed; maintain flexibility around scheduling when requiredSkillsDetail-oriented with a strong ability to spot inconsistencies, errors, and performance gaps across agent interactionsAnalytical mindset with the ability to interpret data, identify trends, and translate findings into actionable recommendationsSkilled at delivering clear, diplomatic feedback and coaching in a way that supports continuous improvementStrong problem-solving ability with a focus on root-cause analysis and sustainable solutionsAdaptable and calm under pressure; professional and composed in all interactionsDemonstrates a genuine willingness to answer questions, solve problems, and support team membersMonitor and evaluate inbound and outbound calls, emails, and chat interactions for adherence to company policies, procedures, and quality standardsEvaluate and monitor all customer interactions, providing actionable feedback that drives measurable improvements in customer experience and agent performanceIdentify performance trends and surface emerging issues before they escalate, using data to explain why performance is changingConduct audits of call center interactions to uncover coaching and development opportunitiesDeliver clear, constructive feedback and coaching agents to improve communication skills and quality metric adherenceEnsure scorecards reflect current business priorities and provide feedback agents can immediately applyEnsure compliance with company and client standards and partner with leadership to address gapsParticipate in calibration sessions to ensure consistency and alignment in quality evaluation across the teamCollaborate with operations and training to develop and implement QA strategies and recommend process improvementsGenerate reports on KPIs, quality metrics, and customer feedback to track performance and guide decisionsConduct and participate in client-facing QA monitoring sessions, serving as a knowledgeable and professional representative of AspiraEvaluate interactions across all channels calls, SMS, email cases, and agent-related issues to continuously evolve how the team delivers serviceAchieve individual KPIs and support department goals and objectivesMaintain current knowledge of company and client policies; complete all assigned training in a timely mannerModel Aspira's culture through teamwork, collaboration, transparent communication, and accountabilitySupport the department with additional duties as needed; maintain flexibility around scheduling when required3 5 years' call center customer service experience in an inbound and outbound call center with front line service to clients2 4 years' experience within a Quality Assurance call center position evaluating and supporting call quality standardsDemonstrated track record of efficient .
5,084 call center jobs open right now — here's where they are
Most are in one country. Use that to narrow your search and stand out.
5.084Jobs
3.901CO
10%EN
WorkMundi has 5,084 open call center roles in our database today. Colombia alone accounts for 3,901 of them. If you speak Spanish and can work in a Colombian time zone, you have a huge advantage — start there. If you don't, India (223 jobs), the US (127), Brazil (126), Ecuador (91), and the Philippines (68) are your next best options.
About 530 of these job ads have their text written in English. That's 10 percent. The rest are posted in other languages, which may or may not match the language the job actually requires. Read the full ad carefully — do not assume the language of the posting tells you what you'll speak on calls.
The top hiring employer is COMPUTRABAJO, which posted 2,558 of these roles. If you apply there, you are competing with thousands of other candidates for the same handful of openings. Smaller employers like !Multinacional bancaria (152 jobs) and Importante multinacional (142 jobs) may move faster and give you a better chance to stand out.
When you interview, hiring managers for call center roles always ask about your conflict resolution skills. Have a specific story ready — a time you stayed calm with an angry customer, found a real solution, and made them feel heard. Practice it out loud before you apply. Use WorkMundi's free browser-based interview rehearsal to record yourself, or try the paid AI interview tool that listens live and transcribes your answer.