Quality Analyst

At Acquire Intelligence, our mission is to help businesses work smarter.

We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe.

If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.

Advance Your Career — Join us today and be part of a team where your work makes an impact!

WHY JOIN THE A-TEAM?

Come for a career, stay for the fun!

• HMO coverage for you and your family

• Yearly Kick-Off Parties with major giveaways (like the car in 2023!)

• Get recognized through our ‘Value Awards’

• Grow your career – yes, we love to promote internally

• Do meaningful work and collaborate with the best

• 900 promotions given each year

• 2,700+ leadership training courses

A SNAPSHOT OF YOUR ROLE

As a Quality Analyst, you will play a key role in ensuring excellent customer experiences by monitoring agent interactions and identifying coaching opportunities. You will assess transactions for compliance and effectiveness, guide agents through performance improvement, and partner with key internal teams to drive service quality across every touchpoint.

YOUR DAILY RESPONSIBILITIES

• Conduct live or recorded monitoring of agent interactions (voice and non-voice) in line with quality guidelines

• Perform daily/weekly/monthly evaluations and provide objective, accurate feedback

• Deliver coaching sessions to reinforce best practices and correct negative behaviors

• Prepare reports with root cause analysis, trends, and recommended action items

• Report critical errors and coordinate with Ops, Training, and HR for follow-through

• Attend administrative hearings for cases resulting from escalated callouts

• Facilitate QA orientation and certification sessions for new hires

• Collaborate with Ops and Training for agent skill development and recognition initiatives

• Host and document calibration sessions, including variance reports

• Assist in the development or updates of QA tools and guidelines in collaboration with clients

• Share compliance trends and insights with QA leadership

• Identify training or coaching opportunities based on performance trends

• Handle evaluation disputes professionally and fairly

• Participate in internal and external reviews and client calibration meetings

• Support process improvement efforts in quality monitoring systems and workflows

• Submit best-in-class calls for good call library archiving

• Perform security audits and assess voice line/floor noise as needed

• Provide additional support through calls or back-office work when required

A BIT ABOUT YOU

• 1–2 years of experience in a QA role in a contact center environment

• Experience with call monitoring and evaluation tools

• Strong coaching and communication skills

• High attention to detail and ability to analyze performance trends

• Ability to collaborate with cross-functional teams

• Comfortable managing multiple priorities in a fast-paced environment

WHAT WE VALUE

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Curious and Clever – Smart questions spark smart solutions

• Entrepreneurial Energy – Think like an owner. Solve like a founder

• Fast with Intent – We move fast and deliver real results

• Laugh and Learn – We don’t take ourselves too seriously, just our results

What are you waiting for? Join the A-Team and experience the A-Life!

Join the A-Team and experience the A-Life!