QA/QC Call Monitoring

Position Title: QA/QC Analyst 
Department: Sales Operations
Reports To: QA/QC Manager 
Location: Onsite 
Job Type: Full-time 

Position Summary
Yrefy is seeking a detail-oriented QA/QC Analyst to support quality assurance and quality control on the operation floor. You will evaluate recorded calls, track performance data, document findings, and deliver clear feedback to leaders and agents. You will also support coaching and help turn quality insights into training improvements. Your work will help strengthen compliance, improve process execution, and support long-term efforts to expand AI-driven call monitoring and reporting.

Key Responsibilities
• Monitor daily QA/QC workflows and standards across the operations floor.
• Evaluate recorded sales calls for process adherence, compliance, and communication quality.
• Score calls using established rubrics and document evidence-based observations.
• Identify trends by agent, team, and call type, then summarize results for leaders.
• Deliver coaching support through written feedback, huddles, and 1:1 prep with team leads.
• Maintain accurate QA records to support audit readiness and internal reviews.
• Help update scripts, talk tracks, and training materials using QA findings.
• Partner with the QA/QC Manager on projects tied to performance, compliance, and AI tooling.

What Success Looks Like
• Calls are scored consistently and on time.
• Feedback is clear, specific, and tied to measurable behaviors.
• Trend reporting helps leaders act fast.
• Coaching sessions lead to higher scores.
• QA documentation updated to stay clean, complete, and audit-ready.

Required Qualifications
• 4 years of relevant experience in QA, call coaching, training, sales operations, or performance management, or a degree in Business, Analytics, or a related field, or a combination of both schooling and work experience.
• Experience evaluating calls, scoring performance, or coaching to a standard
• Strong Excel skills, including filters, pivot tables, and basic reporting
• Strong written and verbal communication; you write clear feedback and deliver coaching with confidence
• High attention to detail and strong follow-through in a high-volume environment

Preferred Qualifications
• Call center or phone-based sales experience
• Experience building or maintaining QA scorecards and calibration standards
• Familiarity with call recording, CRM tools, and QA platforms
• Experience supporting compliance-driven environments
• Basic experience with dashboards or reporting tools (Power BI, Tableau, Looker, Sheets)

Learning and Growth
• Hands-on experience in a high-volume sales QA environment
• Direct involvement in coaching and performance improvement
• Exposure to AI-driven call monitoring and compliance workflows
• Opportunity to help shape training updates and quality standards across the floor