Call Center QA Support Analyst - Remote (FL, MI, or TX)
Centro Benefits Research · United States
- Hybrid
- Full-time
- $60,000 / year
- United States
Job highlights
- Monitor and evaluate call center interactions.
- Analyze call center performance metrics and KPIs.
- Aggregate and interpret AI performance data.
- Develop and maintain QA scorecards.
- Ensure adherence to quality and compliance standards.
About the role
About Centro Benefits Research
Does your current company inspire you to build, grow, and innovate? Is your passion for making lasting and meaningful change being realized?
The tremendous growth in our business and increasing demand for our services means we are expanding our team in exciting ways. We have the heart of a startup and the backing of an industry leader. This means a unique career opportunity for low-ego professionals looking for a people-first, culture rich work family with which to change the world.
Role Overview
The QA Call Center Analyst serves as a call center support analyst responsible for monitoring, evaluating, and analyzing interactions within the Benefit Support Call Center (BSC). This role plays a key part in driving performance improvement through call monitoring, KPI monitoring, data aggregation, and production analysis.
Working within the Quality Assurance Team, this individual ensures high-quality customer interactions while leveraging AI data insights to identify trends, improve outcomes, and support operational excellence.
This is a Seasonal Contract Role through 12/11/2026.
Role And Responsibilities
- Monitor and evaluate live and recorded calls to ensure adherence to quality standards, compliance requirements, and client expectations.
- Analyze call center performance metrics and KPIs to identify trends, risks, and opportunities for improvement.
- Aggregate and interpret AI performance data related to call quality and production to support reporting and training efforts.
- Assist in the development, implementation, and maintenance of QA scorecards and performance tracking systems.
- Monitor participation and engagement in trainings, internal chats, and Agent activities.
- Track adherence to attendance policies and scheduled appointments.
- Maintain a strong sense of urgency in meeting deadlines, with proactive and clear communication.
Qualifications And Education Requirements
- Experience in a call monitoring, quality assurance, or data analyst role, preferably in a sales or insurance environment.
- Background in insurance, employee benefits, voluntary benefits, or life insurance strongly preferred.
- Strong understanding of metrics, KPI monitoring, and performance reporting.
- Experience with data aggregation, analysis, and production performance evaluation.
- High School Diploma or equivalent required; Associate Degree or Business Certificate preferred.
- Experience working in a remote or work-from-home environment.
- Advanced technical proficiency with Excel and Microsoft Applications.
- Fluent in English with strong written and verbal communication skills.
- Bilingual Spanish fluency highly preferred.
Preferred Skills
- Strong analytical mindset with the ability to interpret data and translate insights into action.
- High attention to detail with a focus on quality and accuracy.
- Ability to manage multiple systems, tools, and priorities simultaneously.
- Solid understanding of call center operations and performance drivers.
- Self-motivated with the ability to work independently in a fast-paced environment.
- Excellent listening, interpersonal, and problem-solving skills.
- Professional, confident, and positive demeanor.
- Strong accountability and ownership of individual performance and responsibilities.
What We Offer
- Company-provided equipment: computer, monitors, keyboard, headset.
- Full-time remote (work-from-home) opportunity.
- Personalized coaching, training, and development programs.
- Recognition and rewards for strong performance.
- Opportunities for career growth and internal advancement.
- A collaborative, inclusive culture of motivated professionals and leaders.
Compensation and Benefits
Your base pay is dependent upon your skills, education, qualifications, professional experience, and location. In addition to base pay, some roles are eligible for variable compensation, commission, and/or annual bonus based on your individual performance and/or the company’s performance. We also offer eligible employees health, wellbeing, retirement, and other financial benefits, paid time off, overtime pay for non-exempt employees, and robust learning and development programs. You will receive reimbursement of job-related expenses per the company policy and may receive employee perks and discounts.
Learn More
To learn more, visit: www.onedigital.com/careers
Thank you for your interest in joining the team!
Key skills/competency
- Call Center QA Support Analyst
- Quality Assurance
- Call Monitoring
- Data Analysis
- KPI Monitoring
- Performance Reporting
- AI Data Insights
- Excel Proficiency
- Customer Interactions
- Operational Excellence
Skills & topics
- Call Center
- QA Analyst
- Quality Assurance
- Support Analyst
- Remote
- Data Analysis
- KPI Monitoring
- Performance Reporting
- Insurance
- Seasonal Contract
How to get hired
- Tailor your resume: Highlight your QA, data analysis, and call center experience, using keywords from the job description like 'call monitoring,' 'KPI,' and 'Excel.'
- Craft a compelling cover letter: Emphasize your understanding of quality assurance in a sales or insurance environment and your remote work experience.
- Prepare for technical questions: Be ready to discuss your experience with Excel, data aggregation, and performance metrics, and how you've used AI insights.
- Showcase your soft skills: Demonstrate your analytical mindset, attention to detail, and ability to work independently during the interview process.
- Research Centro Benefits Research: Understand their mission, values, and focus on a 'people-first, culture rich work family' to align your answers with their culture.
Technical preparation
Behavioral questions
Frequently asked questions
- Is the Call Center QA Support Analyst role at Centro Benefits Research remote?
- Yes, this is a full-time remote (work-from-home) opportunity. The job description specifies that candidates must be located in FL, MI, or TX to be considered for this role.
- What are the primary responsibilities of a Call Center QA Support Analyst at Centro Benefits Research?
- The primary responsibilities include monitoring and evaluating live and recorded calls, analyzing call center performance metrics and KPIs, aggregating and interpreting AI performance data, and assisting in the development of QA scorecards.
- What qualifications are essential for the Call Center QA Support Analyst position?
- Essential qualifications include experience in call monitoring, quality assurance, or data analysis (preferably in sales/insurance), strong understanding of metrics and KPIs, proficiency in Excel and Microsoft Applications, and excellent communication skills. A High School Diploma or equivalent is required.
- Is Spanish fluency required for the Call Center QA Support Analyst role?
- While fluency in English with strong written and verbal communication skills is required, bilingual Spanish fluency is highly preferred, suggesting it would be a significant advantage for candidates.
- What is the employment type and duration for the Call Center QA Support Analyst role?
- This is a Seasonal Contract Role with a duration through December 11, 2026. It is a full-time position.
- What technical skills are important for the Call Center QA Support Analyst at Centro Benefits Research?
- Advanced technical proficiency with Excel and Microsoft Applications is required. Experience with data aggregation, analysis, and AI performance data is also crucial for this role.
- Does Centro Benefits Research provide equipment for remote employees in this role?
- Yes, Centro Benefits Research provides company-provided equipment, including a computer, monitors, keyboard, and headset, for this remote position.
- What kind of career growth opportunities are available for a Call Center QA Support Analyst?
- The company offers opportunities for career growth and internal advancement, along with personalized coaching, training, and development programs, indicating a commitment to employee development.