What are the responsibilities and job description for the Call Center Quality Control Analyst position at Homeland?
Job Summary
Homeland is partnering with a global leader in healthcare technology to hire a skilled and driven Call Center Quality Control Analyst for their Bloomington, MN Call Center. This critical role requires over two years of quality assurance experience in a technical B2B SaaS customer support environment, along with a strong understanding of QA methodologies, best practices, and compliance requirements.
The ideal candidate will be proactive, show initiative, and possess exceptional communication skills with a strong customer-focused mindset. In this role, you will diagnose technical and user-related issues for both new and existing customers, ensuring a consistently high-quality support experience. This is an excellent opportunity to contribute to a fast-paced, innovative organization while delivering impactful results.
Responsibilities
- Develop and execute the overall quality assurance strategy to ensure exceptional customer experience and compliance with established standards
- Lead, coach, and manage Quality Assurance and Technical Customer Support Training Specialists, providing guidance and support for consistent evaluation and feedback processes
- Conduct Quality Assurance assessments of technical support interactions, ensuring adherence to protocols and SLAs
- Perform regular audits and assessments to identify areas for improvement, highlight best practices, and ensure compliance with quality standards
- Identify trends, patterns, and root causes of quality issues, collaborating across teams to implement corrective actions and process improvements
- Maintain and uphold technical customer support center quality standards
- Monitor and evaluate technical support interactions (phone calls, chats, and emails) to assess agent performance and adherence to scripts and procedures
- Provide feedback and coaching to agents, focusing on areas for improvement and enhancing customer service skills
- Collaborate with management to deliver meaningful, constructive feedback during daily and weekly coaching sessions
- Analyze support metrics (e.g., SLAs, CSAT) and assess agent and team performance against KPIs
- Create and implement strategies to improve customer service KPIs and support agent performance through tailored instructions and ongoing coaching
- Partner with QA leadership, support management, and training teams to map training needs and ensure continuous improvement
- Lead and participate in calibration sessions to ensure evaluation consistency and performance improvement
- Maintain familiarity and expertise in product offerings, industry knowledge, and customer personas, including certifications as required
Requirements
Benefits
Employees are offered a generous benefit package which includes Medical, Dental, Vision, 401K, Disability, HSA, PTO and more!
Summary
Apply today!
EEO Notice
Homeland LLC is an Equal Opportunity Employer. Homeland LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Homeland LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.
