CALL CENTER ANALYST JOB DESCRIPTION

A Call Center Analyst monitors what most people never see: the gap between what service level agreements promise and what agents actually deliver on any given shift. The role owns daily performance reporting, root cause analysis on trending deficiencies, and the calibration sessions that keep quality scoring consistent across teams. It requires a specific combination of statistical fluency and operational credibility that neither a supervisor nor a data engineer typically holds. No other seat in the contact center is measured simultaneously against SLA adherence rates and CAPA closure timelines.

As the Call Center Analyst, you evaluate contact center performance data, identify root causes behind metric variances, and translate findings into documented process improvements that raise service quality. You work across quality assurance and operations functions, supporting team leads, supervisors, and program managers with reporting, audit outcomes, and calibration session outcomes.

Career Impact: Owning CAPA documentation and calibration facilitation builds a track record in continuous improvement methodology that is directly transferable to Quality Manager roles in contact center and business process outsourcing environments.

Business Impact: When service level adherence and first-call resolution rates slip, the Call Center Analyst's root cause work determines whether leadership responds with targeted fixes or costly retraining cycles.

Growth Opportunity: Exposure to speech analytics, operational auditing, and cross-functional process improvement expands your market value toward senior analyst and quality program management roles within multi-site contact center operations.

• Monitor contact center performance dashboards daily to identify deviations from established service level and quality benchmarks.
• Perform root cause analyses on performance trends to isolate contributing factors and recommend corrective actions.
• Create and distribute standard and ad-hoc reports covering call volume, handle time, quality scores, and abandonment rates to operations leadership.
• Conduct quality monitoring evaluations across calls, emails, and tickets to verify adherence to approved scoring standards.
• Facilitate calibration sessions with supervisors to ensure scoring consistency across evaluators and sites.
• Develop speech and text analytics reporting to surface emerging contact trends and category-level improvement opportunities.
• Identify Corrective Action Preventive Action (CAPA) opportunities and document lessons learned against program standard operating procedures.
• Coordinate with site management and cross-functional teams to implement process improvements used as benchmark measurements.

• Bachelor's degree in business, communications, information systems, or a related field, or equivalent work experience.
• 2 or more years of contact center operations or quality assurance experience, with direct exposure to performance reporting and monitoring workflows.
• Demonstrated ability to analyze performance data, identify trend patterns, and present root cause findings to management.
• Proficiency in spreadsheet applications including advanced formulas, pivot tables, and chart creation for operational reporting.
• Working knowledge of quality assurance concepts including calibration, SLA management, and continuous improvement frameworks such as CAPA.
• Strong written and verbal communication skills with the ability to deliver feedback to frontline staff and leadership audiences.
• Ability to prioritize and complete multiple reporting tasks under time constraints and contractual service level requirements.
• Organizational skills with attention to detail sufficient to conduct audit assessments and maintain accurate documentation.

• Experience with speech analytics or text analytics platforms used in contact center quality programs.
• Familiarity with workforce management concepts including skills-based routing, reskilling workflows, and staffing pattern analysis.
• Prior experience facilitating calibration sessions or leading quality coaching conversations with frontline representatives.
• Knowledge of contact center analytics metrics including Service Level, Average Handle Time, Abandonment Rate, and First Call Resolution.

• Quality monitoring evaluation completion rate, measured against contracted audit volume per period.
• CAPA closure rate, reflecting how consistently identified corrective actions are documented and resolved within target timelines.
• SLA adherence score across monitored queues, indicating alignment between actual and contracted service level performance.
• Average Handle Time variance, measuring deviation from target across monitored agent populations.
• Calibration scoring consistency rate, reflecting inter-rater agreement across evaluators following session facilitation.
• Typical tools: Contact center quality platforms (commonly Calabrio or similar call recording and evaluation software), spreadsheet and reporting tools (commonly Excel or comparable BI tools).

• Base Salary Range: $48,000 to $68,000 per year depending on experience and market
• Bonus: performance-based annual bonus, typically 5 to 8 percent of base salary
• Equity: not typically offered at this level in contact center operations
• Health Benefits: medical, dental, and vision coverage standard for full-time roles
• PTO: 10 to 15 days annually plus standard federal holidays
• Common Perks: Remote or hybrid scheduling options, tuition reimbursement for QA certifications, employee assistance programs

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Reasonable accommodations are available to applicants and employees with disabilities throughout the hiring process and in the workplace, in compliance with the Americans with Disabilities Act and applicable state law. Employment in this role is contingent on satisfactory completion of a background check. All applicants must be authorized to work in the United States. Consideration for employment is extended to all qualified individuals without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by federal, state, or local law.

The Call Center Analyst owns quality monitoring and performance reporting within the Census Questionnaire Assistance program, operating under the Continual Service Improvement functional area. Reporting to the PMO Quality Manager and cross-trained across the Data Service Quality and DACI teams, the analyst delivers root cause analyses and speech analytics that strengthen contact center performance standards.

Key Responsibilities

• Monitor daily reporting and evaluate contact center performance data to assess quality metrics.
• Perform root cause analyses to drill down into performance trends and identify improvement opportunities.
• Create and run standard and ad-hoc reports to monitor contact center performance metrics.
• Develop and report speech and text analytics to discover emerging trends and identify category improvement opportunities.
• Collaborate with team members to recommend, develop, and implement process improvements used as benchmark measurements.
• Facilitate call recording listening sessions and attend PMO level calibration sessions.
• Complete quality monitoring evaluations to ensure CSRs perform in accordance with established quality and performance standards.
• Assess and document program lessons learned and become familiar with job-relevant CQA Standard Operating Procedures.
• Identify Continual Improvement and Corrective Action Preventive Action (CAPA) opportunities.
• Analyze reports on operational performance and provide solutions to identified issues.

Required Qualifications

• Comprehensive knowledge of quality assurance and continuous improvement concepts, procedures, and processes.
• Experience with text and speech analytics, Tableau, and TTEC Calabrio V10 preferred.
• Ability to analyze data in Excel, including macros, formulas, and professional chart and graph creation.
• Proficiency with MS Office Products including Word, Excel, and PowerPoint.
• Ability to analyze high-level results, research trends, and determine root cause of performance trends.
• Ability to work under pressure in a fast-paced environment and prioritize tasks within established service level requirements.
• Strong organizational, teamwork, and customer service skills with effective oral and written communication.
• Demonstrated leadership skills and good interpersonal skills.
• Ability to conduct internal audits and develop or update procedures when changes occur.

Embedded within call center operations, the Call Center Analyst monitors real-time dashboards and analyzes production metrics to ensure scheduling effectiveness and skills-based routing accuracy across the organization. Working closely with supervisors, department leadership, and clinical staff, the analyst maintains routing systems and communicates daily staffing updates that keep service levels on target.

Core Functions

• Monitor multiple dashboards including call volumes, dropped calls, hold times, and other metrics in real time.
• Analyze real time production and performance metrics to ensure effectiveness of scheduling and skills-based routing.
• Reskill agents based on a predetermined skills matrix and maintain the matrix up to date.
• Coordinate with other sites and departments to address issues or redirect calls as needed.
• Recommend changes to routing thresholds and proactively reskill based on staff PTO and events.
• Track staff call outs and communicate daily updates to call center leadership.
• Provide immediate feedback to supervisors and management concerning traffic variances, potential issues, escalations, and anomalies.
• Benchmark other call centers for service level targets, technology, and call routing processes as needed.

Qualifications and Experience

• Bachelor's Degree or 3 years of equivalent experience within a call center environment in Computer Science or a related analytical discipline.
• One year of medical experience required, three years preferred.
• Ability to process computer data and generate reports, charts, graphs, and presentations.
• Proficiency in Microsoft Excel, Word, and PowerPoint.
• Ability to work under high levels of stress with time constraints while maintaining composure and sensitivity to patient needs.
• Ability to interact with patients of all ages and cultural backgrounds with a passion for excellent service.
• Excellent written and verbal communication skills with strong interpersonal and collaborative skills.
• Ability to communicate effectively with physicians and professional staff.
• Bilingual knowledge is a plus.

Reporting to the IM leadership team, the Call Center Analyst shapes the development, implementation, and support of Call Center applications at Lurie Children's Hospital. Partnering with vendors, internal IT, and the Call Center, the analyst ensures the Avaya product line operates at peak performance and that technology roadmaps align with organizational needs.

Primary Duties

• Deliver subject matter expertise and provide guidance to the IM team for defining roadmaps, lifecycle management, rollout strategies, and driving adoption of Call Center technologies.
• Partner with the Call Center to develop, implement, and document product projects including system configurations, standards, and procedures.
• Lead and participate in ongoing Call Center strategy discussions and governance.
• Assist in capacity planning, performance monitoring, and maintenance to ensure health and high performance of the Avaya Call Center product line.
• Complete assigned Help Desk support tickets within the IM Department.
• Serve as liaison to vendors for equipment and software maintenance.
• Assume on-call responsibility as assigned per the schedule.

Skills and Qualifications

• Bachelor's Degree in Information Systems, Technology, Computer Science, or equivalent work experience.
• Certification in Avaya technology is highly desired.
• Three to five years of experience working with Call Center technologies in a complex enterprise environment.
• Comprehensive knowledge of Avaya systems and technologies preferred.
• Programming or scripting skills necessary to assist in Call Center applications administrative management tasks.
• Demonstrated project management skills and analytical thinking for effective problem determination and resolution.
• Excellent time management, customer service, interpersonal, diagnostic, and written and oral communication skills.
• Ability to work independently and make decisions under pressure while providing timely and responsive services.

Sitting at the intersection of technical support and field operations, the Call Center Analyst responds to escalated issues, manages device patching, and assesses technology needs in collaboration with agencies and vendors. Operating across help desk tiers and vendor relationships, the analyst builds deployment packages and resolves hardware and software problems that maintain endpoint security and uptime.

Duties

• Familiar with standard concepts, practices, and procedures within a particular field.
• Respond to issues escalated from previous tiers and work with vendors to resolve software or hardware problems.
• Assess the technical needs and capabilities of solutions in collaboration with agencies and vendors.
• Evaluate new technology related to devices and software.
• Manage and track Problem tickets, documenting and monitoring each to ensure timely resolution.
• Diagnose and repair products by replacing worn or broken parts and making technical adjustments.
• Create packages for deployment and installation.
• Manage regular patching of all devices to maintain security and software updates.
• Make appropriate use of reference publications and diagnostic aids in resolving technical problems.

Experience and Qualifications

• Windows 10 and Office 365 certifications required within 90 days of hire.
• Zero to two years of previous Helpdesk, technical call center, or IT service desk experience providing phone-based support.
• Knowledge of commonly used concepts, practices, and procedures within the Customer Service field.
• Experience providing telephone and remote support for field offices using Service Now and MS System Center Configuration Manager (SCCM) for ticketing and remote tools.
• Experience working in help desk ticketing platforms with the ability to document notes in real time while engaged with a customer on the phone.
• Ability to work in a fast-paced, changing Customer Service-centric environment.
• Strong communication skills with the ability to work independently or in a team environment.
• Ability to provide on-call support on a rotational basis and maintain regular, reliable attendance.

A key member of the quality assurance team, the Call Center Analyst conducts routine call monitoring and coaches representatives to improve performance against compliance and service standards. Collaborating across operations, training, and management, the analyst identifies workflow trends and calibration gaps that translate directly into measurable gains in consumer satisfaction.

Functions

• Coach, mentor, and lead representatives to improve performance by providing statistics and individualized feedback in areas of improvement.
• Conduct routine quality monitoring to ensure accuracy across calls, emails, mail, disputes, and ticket documentation.
• Meet with managers to ensure consistency with scoring and calibration sessions.
• Identify training and documentation needs and recognize both positive and negative workflow trends to continually improve processes.
• Participate in new hire training to review SLAs, set expectations, and explain the QA process.
• Work with management to identify potential areas for improvement to enhance efficiencies and improve processes.
• Attend all departmental trainings relevant to the QA role and responsibilities.

Background and Experience

• High School Diploma required, college degree preferred.
• Three to five years of experience in quality assurance processes and methodologies, including process improvement and coaching experience.
• Ability to analyze and judge completeness and accuracy of data.
• Proficient knowledge of computer-based software including Windows, Internet Explorer, Microsoft Word, and Microsoft Excel.
• Excellent project planning and analytical skills with strong attention to detail.
• Excellent written and verbal communication skills.
• Strong organizational and problem-solving skills with the ability to multi-task, prioritize, and meet deadlines consistently.
• Leadership skills with the ability to motivate others and adapt quickly to change.

Consistent store system uptime depends on the Call Center Analyst, who delivers first-line technical support for software, hardware, and network issues to all store users on a 24/7 basis. Based within a centralized IT support team and serving as the first escalation point before WAN Admins and Store Systems Admins, the analyst builds logical solutions and provides end-user training that keep retail operations running without interruption.

Accountabilities

• Provide technical assistance and support for incoming issues related to computer systems, software, hardware, and store operations on a 24/7 basis.
• Identify and analyze computer problems and develop and implement logical and effective solutions.
• Provide first level troubleshooting for Local Area Networks (LAN) and Wide Area Networks (WAN).
• Escalate advanced issues to IT Support Administrators and pass complex problems to WAN Admins, Store Support Administrators, or Store Systems Admins.
• Support the installation, modification, and repair of computer hardware over the phone.
• Provide one-on-one end-user training and overflow support for other departments after hours.
• Assist in the implementation of technology projects.

Technical Qualifications

• CompTIA Linux+ Certification or equivalent desired.
• Cisco CCENT Certification or higher desired.
• Basic technical and computer knowledge with critical thinking and troubleshooting skills.
• Ability to think outside the box, perform research, and operate independently or in a group setting.
• Excellent interpersonal and communication skills including the ability to explain simple procedures in writing or verbally.
• Excellent customer service skills with strong phone skills.
• Bilingual written and verbal skills desired.

As the Call Center Analyst, this role aggregates metrics from multiple data sources into comprehensive reports distributed to internal leadership and external clients. The operations and IT teams rely on this work to maintain system uptime, meet invoicing deadlines, and ensure staffing rosters and queue assignments stay current across all accounts.

Operational Focus

• Generate daily, weekly, and monthly production reports for multiple call center accounts.
• Monitor and report on the current state of departmental work queues.
• Produce internal departmental efficiency reporting and provide timely, accurate reports to all levels of leadership.
• Collaborate with IT support staff to minimize operational impact of technical issues and maximize system uptime.
• Maintain up-to-date listings of call center staffing rosters, queue assignments, and client contacts to meet all reporting requirements.
• Generate monthly invoicing and reports from Contact Center databases.

Professional Experience

• Associate's Degree or equivalent experience preferred.
• Two or more years of call center operations experience.
• Strong understanding of database concepts including data types and file formats.
• Demonstrated understanding of call center analytics including Service Level, Abandonment Rate, and Average Handle Time.
• Proficiency with Microsoft Office Suite software, especially MS Excel.
• Outstanding detail-oriented data entry skills.
• Strong written and verbal communication skills with the ability to work well in teams and independently.
• Experienced in creative problem-solving in a fast-paced business environment.

Call Center Analyst monitors inbound and outbound 800-line calls and conducts quality assurance reviews of compliance reports and completed transactions to uphold service standards. The work directly supports operational accuracy by identifying training needs, auditing calculations, and delivering targeted coaching that keeps the operations team aligned with quality benchmarks.

Key Deliverables

• Monitor incoming and outbound 800-line calls to ensure information and service quality standards are maintained.
• Complete quality assurance reviews of compliance reports and completed transactions.
• Provide feedback related to information and service quality and schedule coaching sessions for operations team members as needed.
• Confirm data, reconcile disbursements, and audit calculations.
• Identify training needs based on observed trends and gaps.

Minimum Qualifications

• Bachelor's degree required for entry level, no degree required with some business experience.
• Employee benefits experience is a plus.
• Strong attention to detail with excellent analytical abilities.
• Microsoft Office proficiency.
• Strong customer service orientation with excellent communication skills.