Aspira
Software and Services for the Great Outdoors
CallCenterQualityAssuranceAnalyst
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Call Center Quality Assurance Analyst at Aspira. Skills: Quality assurance, Customer interaction monitoring, Performance feedback. Monitor and evaluate inbound and outbound calls. Evaluate and monitor all customer interactions”
What You'll Achieve.
Improve customer experience; Improve agent effectiveness; Achieve individual KPIs; Support department goals
Industry & Context.
Problem-solving ability; Root-cause analysis; Sustainable solutions; Data interpretation; Trend identification
What They're Looking For.
Must Have
3 – 5 years’ call center customer service experience, 2 – 4 years’ experience within a Quality Assurance call center position, Demonstrated track record of efficient professional written and oral communication skills
Nice to Have
Excel/Power BI for reporting preferred, QA and contact center platforms familiarity preferred, Service Now or comparable CRM software familiarity preferred
What You'll Do.
Monitor and evaluate inbound and outbound calls
Evaluate and monitor all customer interactions
Provide actionable feedback
Identify performance trends
Surface emerging issues
Conduct audits of call center interactions
constructive feedback
Coach agents to improve communication skills
Ensure scorecards reflect current business priorities
Ensure compliance with company and client standards
Partner with leadership to address gaps
Participate in calibration sessions
Collaborate with operations and training
Develop and implement QA strategies
Recommend process improvements
Generate reports on KPIs
Generate reports on quality metrics
Generate reports on customer feedback
Conduct client-facing QA monitoring sessions
Evaluate interactions across all channels
Achieve individual KPIs
Support department goals and objectives
Maintain current knowledge of company and client
Complete all assigned training
Model Aspira's culture
Support the department with additional duties
Maintain flexibility around scheduling
How You'll Work.
Team & Collaboration
Operations and training; Client-facing QA monitoring; Teamwork; Transparent communication; Accountability
Communication Scope
Written communication; Oral communication; Constructive feedback; Verbal coaching
Full Job Description
About Aspira For forty years, Aspira has been the market-leading software and services provider for the great outdoors, primarily for state and provincial parks and wildlife agencies. As part of our constant evolution, we're executing an aggressive multi-year transformation to accelerate revenue growth, optimize cost structures, and maximize shareholder value while expanding our market position. The leadership team has reset the company's core values to drive our transformation: Customer Obsession, Forward Momentum, One Team One Dream, Radical Transparency, Win with Integrity, and Excellence guide everything we do. Position Purpose and Impact The QA Analyst ensures consistent, high-quality customer interactions across the call center. This role monitors agent performance across calls, SMS, email cases, and other interaction types — identifying trends before they become larger issues, using data to explain performance shifts, and providing actionable feedback that improves both the customer experience and agent effectiveness. The QA Analyst partners closely with operations and training, participates in client-facing monitoring sessions, and continuously evaluates how we deliver service to drive ongoing improvement. This role helps ensure scorecards reflect current business priorities and represents Aspira professionally in all internal and client-facing QA engagements. Responsibilities Monitor and evaluate inbound and outbound calls, emails, and chat interactions for adherence to company policies, procedures, and quality standards. Evaluate and monitor all customer interactions, providing actionable feedback that drives measurable improvements in customer experience and agent performance. Identify performance trends and surface emerging issues before they escalate, using data to explain why performance is changing. Conduct audits of call center interactions to uncover coaching and development opportunities. Deliver clear, constructive feedback and coaching agents to
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