Quality Analyst/Trainer

Position Summary The Quality Analyst is responsible for developing and maintaining standard operating procedures, auditing processes, and monitoring agent performance to ensure compliance, quality service, and continuous improvement across departments. This role implements a comprehensive quality management system, delivers performance insights to leadership, andsupports the organization in achieving management by objective (MBO) goals. Essential Duties & Responsibilities

• Develop and maintain standard operating procedures (SOPs) to support compliance, audit readiness, and customer service excellence.
• Design and implement a quality management system that ensures adherence to SOPs across departments.
• Monitor and evaluate agent performance against key performance indicators (KPIs) to identify improvement opportunities and support departmental goals.
• Track and analyze trends in agent behavior to proactively address issues and drive continuous improvement.
• Deliver weekly performance reports and data presentations to leadership to support decision-making and strategic planning.
• Audit contracts from inside sales and customer service teams for accuracy and compliance.
• Conduct detailed reviews of escalated calls and provide actionable feedback to enhance service quality.
• Troubleshoot system and program issues to maintain smooth operational flow and minimize disruptions.
• Train and support new agents in compliance, best practices, and service standards to foster a culture of quality and accountability.

Qualifications

Required:

• Proven experience in quality assurance, compliance, or operations within a customer service or sales environment.
• Strong knowledge of SOP development, auditing, and KPI monitoring.
• Excellent analytical skills with the ability to interpret data and present findings clearly.
• Strong communication and coaching skills with the ability to provide constructive feedback.
• Proficiency in Microsoft Office Suite and reporting tools.
• Highly organized with strong attention to detail and process improvement mindset.

Preferred:

• Experience in pest control, service-based industries, or multi-branch operations.
• Familiarity with call center systems, CRM platforms, and contract management processes.