Call Center Quality Analyst Resume

Samantha Gray

North Highlands CA 95660

(916) 987-6543

[email protected]

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Job Objective

Obtain a Call Center Quality Analyst position in a well established firm that offers opportunities for professional growth.

Highlights of Qualifications:

  • Remarkable Ability to Analyze and track historical call volume, seasonal variations and trend
  • Ability to Create and maintain organizational and individual scorecard system
  • Ability to Track and analyze compliance to call center service standards
  • Excellent multi-tasking skills
  • Proficient with Excel, Access, Windows – DOS, word processing and screen navigation
  • Strong communication and problem solving skills both written and verbal
  • Excellent time management and organizational skills
  • Self-motivated and able to work independently

Professional Experience:

Call Center Quality Analyst, August 2005 – Present

CDI Corporation, Seattle, WA

  • Consistently sent immediate email to supervisors and provided instant feedback on performance concerns, disconnected calls and auto fail calls.
  • Participated in internal calibrations with Quality and Operations and ensured consistent scoring.
  • Responsible for being objective liaison on behalf of the client to the vendors.
  • Participated in assisting with Quality lessons and improved quality performance.
  • Tracked call results and conducted trend analysis based on results of monitors and improved quality and training needs.

Call Center Quality Analyst, May 2000 – July 2005

MedAssurant Inc, Seattle, WA

  • Performed contact call center monitoring, evaluated and reported all agents within regional territory.
  • Actively used quality management system to compile, track and trend agent performance.
  • Communicated with center leadership and Corporate Customer Service Team and socialized call center performance and observed performance gaps.
  • Analyzed call trends and identified agent and call center training opportunities and provided recommendations to management.


Bachelor’s Degree in Computer Science, University of California, Berkeley, CA