Quality Assurance Analyst

About the company

Centerfield is a customer acquisition and digital marketing company that uses outcome-driven strategies and personalized omnichannel experiences to support major brands. Its proprietary Dugout platform helps attract customers at scale for residential services, insurance, e-commerce, and B2B businesses. The company’s digital properties, including Business.com and BroadbandNow.com, reach more than 150 million in-market shoppers each year. Headquartered in Silicon Beach, Centerfield is also recognized as a Best Place to Work in Los Angeles.

Role overview

The Quality Assurance Analyst is responsible for making sure call quality and compliance standards are met across agent interactions. The role also involves keeping agents, supervisors, team leads, and related teams informed about client policies and procedures, while building a professional and respectful working relationship with account supervisors and team leads so agents receive the coaching and development they need.

Key responsibilities

• Review and score agent calls on a daily basis.
• Work toward departmental and provider evaluation targets.
• Coordinate with the quality team on methods, processes, and operating practices to keep output consistent.
• Coach agents based on the calls that are reviewed.
• Maintain records of evaluated calls, scores, and recurring trends each day.
• Use internal systems to find call recordings and listen to them.
• Join trainings, meetings, and calibration sessions when required.
• Submit daily production updates, scoring information, trend notes, and other completed tasks.
• Build and sustain constructive relationships with account managers, supervisors, team leads, and agents.
• Handle audit requests and other quality-focused assignments as needed.
• Complete call audits and quality checks within required timeframes.
• Be dependable, punctual, and consistent with attendance.

Required background and skills

• Prior experience in quality assurance and contact center work is required.
• Strong written and spoken communication abilities.
• Curious, motivated, and eager to grow with an entrepreneurial mindset.
• Customer-focused approach.
• Works well in a team environment.
• Open to coaching, feedback, and mentorship.
• Comfortable performing in a fast-moving setting.
• Driven to achieve and surpass measurable goals.
• Self-motivated and disciplined.
• Good time management and organizational ability.
• Comfortable using technology and has intermediate computer skills.
• Reporting capability is preferred.
• Ability to present to groups is preferred.
• Strong Excel skills are preferred.
• Intermediate PowerPoint skills are preferred.
• Knowledge of speech analytics tools is preferred.
• A bachelor’s degree or established QA experience is required.

Additional information

Applicants should note that interviews are scheduled after resumes are screened against the minimum requirements. The role may include duties beyond those listed here, and responsibilities can change over time.

AI and interview policy

Centerfield uses AI tools internally to support efficiency and fairness in hiring, including resume screening and administrative tasks. Candidates may use AI ethically for interview preparation, such as practicing answers or researching questions, but all live interview responses and written submissions must reflect their own knowledge, experience, and judgment unless otherwise stated. The use of AI to generate responses during live interviews, technical assessments, or written work is not allowed unless explicitly permitted.

Privacy and equal opportunity

For details on how personal information is collected, used, and disclosed during the hiring process, refer to the company’s Privacy Policy at https://www.centerfield.com/privacy-policy/. Centerfield Media is an equal opportunity employer and considers all qualified applicants without regard to race, color, age, religion, sex, national origin, disability, veteran status, or any other protected characteristic under applicable law.