Call Center QA Support Analyst - Remote (FL, MI, or TX)
Does your current company inspire you to build, grow, and innovate? Is your passion for making lasting and meaningful change being realized? The tremendous growth in our business and increasing demand for our services means we are expanding our team in exciting ways. We have the heart of a startup and the backing of an industry leader. This means a unique career opportunity for low-ego professionals looking for a people-first, culture rich work family with which to change the world. The QA Call Center Analyst serves as a call center support analyst responsible for monitoring, evaluating, and analyzing interactions within the Benefit Support Call Center (BSC). This role plays a key part in driving performance improvement through call monitoring, KPI monitoring, data aggregation, and production analysis. Working within the Quality Assurance Team, this individual ensures high-quality customer interactions while leveraging AI data insights to identify trends, improve outcomes, and support operational excellence. This is a Seasonal Contract Role through 12/11/2026. Role and Responsibilities Monitor and evaluate live and recorded calls to ensure adherence to quality standards, compliance requirements, and client expectations Analyze call center performance metrics and KPIs to identify trends, risks, and opportunities for improvement Aggregate and interpret AI performance data related to call quality and production to support reporting and training efforts Assist in the development, implementation, and maintenance of QA scorecards and performance tracking systems Monitor participation and engagement in trainings, internal chats, and Agent activities Track adherence to attendance policies and scheduled appointments Maintain a strong sense of urgency in meeting deadlines, with proactive and clear communication Qualifications and Education Requirements Experience in a call monitoring, quality assurance, or data analyst role, preferably in a sales or insurance environment Background in insurance, employee benefits, voluntary benefits, or life insurance strongly preferred Strong understanding of metrics, KPI monitoring, and performance reporting Experience with data aggregation, analysis, and production performance evaluation High School Diploma or equivalent required; Associate Degree or Business Certificate preferred Experience working in a remote or work-from-home environment Advanced technical proficiency with Excel and Microsoft Applications Fluent in English with strong written and verbal communication skills Bilingual Spanish fluency highly preferred Preferred Skills Strong analytical mindset with the ability to interpret data and translate insights into action High attention to detail with a focus on quality and accuracy Ability to manage multiple systems, tools, and priorities simultaneously Solid understanding of call center operations and performance drivers Self-motivated with the ability to work independently in a fast-paced environment Excellent listening, interpersonal, and problem-solving skills Professional, confident, and positive demeanor Strong accountability and ownership of individual performance and responsibilities
What We Offer
Company-provided equipment: computer, monitors, keyboard, headset Full-time remote (work-from-home) opportunity Personalized coaching, training, and development programs Recognition and rewards for strong performance Opportunities for career growth and internal advancement A collaborative, inclusive culture of motivated professionals and leaders Your base pay is dependent upon your skills, education, qualifications, professional experience, and location. In addition to base pay, some roles are eligible for variable compensation, commission, and/or annual bonus based on your individual performance and/or the company’s performance. We also offer eligible employees health, wellbeing, retirement, and other financial benefits, paid time off, overtime pay for non-exempt employees, and robust learning and development programs. You will receive reimbursement of job-related expenses per the company policy and may receive employee perks and discounts. To learn more, visit: www.onedigital.com/careers Thank you for your interest in joining the team!