Call Center Quality Analyst (Non-Voice Program)

Skybridge Contact Solutions is expanding our non-voice call center operations in BGC and looking for a Quality Analyst to coach chat and email agents. You will review conversation transcripts, provide feedback on grammar and tone, and partner with team leaders to keep CSAT high.

Responsibilities

• Audit non-voice interactions daily across chat and email queues
• Report quality trends and collaborate with workforce and training
• Facilitate calibration sessions with operations leadership
• Recommend playbook updates for call center knowledge base

Qualifications

• 3+ years in a call center or contact center quality role
• Background handling non-voice programs (email or chat)
• Strong communication skills and stakeholder management
• Comfortable working onsite on the mid-shift schedule