[Remote] Call Center QA Support Analyst - Remote (FL, MI, or TX)

Note: The job is a remote job and is open to candidates in USA. Centro Benefits Research is experiencing tremendous growth and is seeking a QA Call Center Analyst to enhance customer interactions within their Benefit Support Call Center. The role involves monitoring calls, analyzing performance metrics, and leveraging AI data insights to drive improvements and support operational excellence.ResponsibilitiesMonitor and evaluate live and recorded calls to ensure adherence to quality standards, compliance requirements, and client expectationsAnalyze call center performance metrics and KPIs to identify trends, risks, and opportunities for improvementAggregate and interpret AI performance data related to call quality and production to support reporting and training effortsAssist in the development, implementation, and maintenance of QA scorecards and performance tracking systemsMonitor participation and engagement in trainings, internal chats, and Agent activitiesTrack adherence to attendance policies and scheduled appointmentsMaintain a strong sense of urgency in meeting deadlines, with proactive and clear communicationSkillsExperience in a call monitoring, quality assurance, or data analyst role, preferably in a sales or insurance environmentBackground in insurance, employee benefits, voluntary benefits, or life insurance strongly preferredStrong understanding of metrics, KPI monitoring, and performance reportingExperience with data aggregation, analysis, and production performance evaluationHigh School Diploma or equivalent required; Associate Degree or Business Certificate preferredExperience working in a remote or work-from-home environmentAdvanced technical proficiency with Excel and Microsoft ApplicationsFluent in English with strong written and verbal communication skillsBilingual Spanish fluency highly preferredStrong analytical mindset with the ability to interpret data and translate insights into actionHigh attention to detail with a focus on quality and accuracyAbility to manage multiple systems, tools, and priorities simultaneouslySolid understanding of call center operations and performance driversSelf-motivated with the ability to work independently in a fast-paced environmentExcellent listening, interpersonal, and problem-solving skillsProfessional, confident, and positive demeanorStrong accountability and ownership of individual performance and responsibilitiesBenefitsCompany-provided equipment: computer, monitors, keyboard, headsetFull-time remote (work-from-home) opportunityPersonalized coaching, training, and development programsRecognition and rewards for strong performanceOpportunities for career growth and internal advancementA collaborative, inclusive culture of motivated professionals and leadersVariable compensation, commission, and/or annual bonus based on your individual performance and/or the company’s performanceHealth, wellbeing, retirement, and other financial benefitsPaid time offOvertime pay for non-exempt employeesRobust learning and development programsReimbursement of job-related expenses per the company policyEmployee perks and discountsCompany OverviewCentro Benefits Research offers consultation, analysis and research in the insurance field. It was founded in 2016, and is headquartered in Kirkwood, New York, USA, with a workforce of 51-200 employees. Its website is http://www.centrobenefitsresearch.com.