Quality and Metrics Analyst
Genesis Staffing is currently looking for a Quality and Metrics Analyst for one of their clients in Mobile, AL. This role will be a part of the Customer Service team and will work closely with the department manager. Position is full time paying between $25.00/hr. - $29.00/hr. depending on skills and experience. Position Summary
The Quality and Metrics Analyst is responsible for evaluating call center performance through data analysis, quality monitoring, and reporting. This role ensures that customer interactions meet company standards, identifies performance trends, and provides actionable insights that support continuous improvement across the Customer Experience team.Key ResponsibilitiesQuality Assurance & Monitoring
- Conduct regular evaluations of customer interactions, including calls, chats, emails, and social media engagements.
- Score agent performance using established quality rubrics and provide detailed feedback.
- Identify coaching opportunities and collaborate with supervisors to support agent development.
- Ensure adherence to company policies, procedures, and compliance requirements.
- Monitor service accuracy, professionalism, empathy, and brand consistency across all customer touchpoints.
- Track and analyze call center performance metrics, service levels, occupancy, and escalation trends.
- Compile weekly, monthly, and quarterly performance reports for leadership.
- Use data to highlight performance gaps, emerging trends, and opportunities for operational improvement.
- Maintain dashboards and scorecards used by leadership for performance management and forecasting.
- Support root cause analysis for quality issues and recurring customer concerns.
- Partner with supervisors and trainers to enhance workflows and improve customer experience outcomes.
- Recommend updates to scripts, training materials, and processes based on trend analysis.
- Support quality calibration sessions to ensure consistency across evaluators and leadership.
- Assist in creating or revising quality standards and evaluation criteria as business needs evolve.
- Work closely with Customer Experience, Training, Operations, and Billing teams to address cross-departmental issues impacting customer satisfaction.
- Provide data-driven insights during team meetings and strategy sessions.
- Support new initiatives by validating improvements and measuring outcomes.
- 2–4 years of call center, quality assurance, workforce analytics, or related experience.
- Strong analytical skills with the ability to translate data into meaningful insights.
- Proficiency in Excel, reporting tools, and CRM/ticketing platforms.
- Detail-oriented with a strong focus on accuracy and consistency.
- Excellent written and verbal communication skills.
- Ability to work independently and collaboratively in a fast-paced environment.
- Experience with BI tools (Tableau, Power BI, etc.) preferred.
- Understanding of call center KPIs, quality standards, and customer service best practices.
- Analytical thinking & problem-solving
- Quality evaluation & auditing
- Data visualization
- Trend identification
- Communication & feedback delivery
- Process improvement focus
- Collaboration across departments
- High attention to detail
Recommended Jobs
Life and Health Insurance Agent
Life and Health Insurance Agent Company: GIA Legacy Planning Location: Remote Position/Work from Home Job Type: Full-Time | Part-Time | Commission-Based Position Overview: We are…
Junior Food Scientist
This is a 6-month contract that could turn into something potentially longer located in the Plano area. Monday to Friday 8am to 3pm 30 hours a week $35.00 to $39.00 per hour (DOE) Job Duti…
Territory Manager
This sales position will provide various types of industrial hardware directly to customers within a defined geographic territory through cold-calling and prospecting activities. Must reside within …
Senior Manager, Technology Strategy Analyst
Sumitomo Pharma Co., Ltd., is a global pharmaceutical company based in Japan with operations in the U.S. (Sumitomo Pharma America, Inc.), focused on addressing patient needs in oncology, urology, wo…
Cybersecurity Analyst 1
**Worker Type** Regular **Job Description** **Summary** The Cyber Security Analyst I is a crucial junior contributor that is required to operate with managerial oversight, as a part of the global Digi…
Outside Sales Representative/Territory Manager
Company Summary Louis Allis is one of the most revered names in the electric motor industry. We have built a reputation for superior technology in motor solutions, innovative designs, and an abili…
Insulator
Insulator Location Livingston, AL : Are you ready to start “Building America”? At Lexicon, we're seeking a skilled Insulator to join our team and be a part of our continued success. Offering competit…
Engineering Drafter
**Description** **Looking for an opportunity to make an impact?** At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' …
Bartender
For this position, pay will be variable by location - plus tips. Our Winning Family Starts With You! Check out these great benefits! Flexible schedules to help you balance other life commitments …
RN Graduate ICU Weekend Nights
**Job Summary** The Graduate Registered Nurse (RN) provides basic nursing care under the direct supervision of a licensed registered nurse (RN) in an acute care setting. This role is designed for newl…