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Quality Assurance (QA) Analyst Call Center

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Job Details

Quality Assurance (QA) Analyst Call Center

As a Quality Assurance (QA) Analyst at Lazarus, you will play a critical role in maintaining service excellence across inbound and outbound call center operations. You will evaluate customer interactions, ensure compliance with telecom regulations, and support continuous performance improvement through structured feedback and reporting.

Job Type:
full-time

Job Requirements
  • Monitor and evaluate inbound and outbound calls, chats, and tickets
  • Ensure adherence to client guidelines, scripts, and compliance standards
  • Identify performance gaps and quality trends
  • Provide actionable feedback and coaching recommendations to agents and team leads
  • Prepare QA scorecards, audit reports, and performance summaries
  • Collaborate with Training, Operations, and Compliance teams
  • Support calibration sessions and quality improvement initiatives
  • Ensure compliance with U.S. telecom regulations and internal SOPs
  • Ensure compliance with U.S. telecom regulations and internal SOPs
  • Monitor ethical selling practices and customer data protection
  • Assist in maintaining audit readiness for clients and partners
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