Call Center QA Analyst

CornerStone Professional Placement is seeking an analytical and detail-oriented Call Center QA to join our team in Fort Worth, TX. As the ERC Quality Assurance Analyst, you'll collaborate with operational leadership to evaluate processes, technology, and people to enhance customer satisfaction and ensure compliance with industry standards. If you're ready to make an impact and drive quality and excellence, we want to hear from you - APPLY NOW!

Employment Type: Temp-to-hire
Location: Fort Worth, TX (Onsite role for training but hybrid after probation period – 3 days in and 2 days WFH)
Pay Rate: $24-$28/hr. (depending on experience)

Responsibilities of the ERC Call Center Quality Assurance Analyst are:

• Developing and maintaining a culture of excellence, compliance, and continuous improvement.
• Evaluating and suggesting improvements in people, processes, and technology to enhance customer satisfaction and compliance.
• Formulating recommendations to improve call quality and customer service scores while driving NPS improvement.
• Providing oversight to ensure proactive customer-focused actions meet industry and regulatory standards.

Experience and Education:

• Bachelor’s Degree or equivalent experience – 3 plus years of professional experience in a call center QA position.
• Three (3) or more years of employee benefits, COBRA administration, insurance experience, and customer service in/business/industry experience are required.
• General Lines Life & Health Insurance not required but must be willing to obtain the License after 30 days of hire.
• Solid knowledge of customer service policies, practices, and systems.
• Must be comfortable working with various software programs at the same time.
• Must be organized and detail-oriented, self-motivated but not afraid to ask questions.

For immediate consideration, send your resumes to pattyi@cornerstonestaffing.com!