Quality Assurance Analyst

About the Role

Centerfield is a digital customer acquisition company that builds outcome-focused marketing and omnichannel customer experiences for major brands. Its proprietary Dugout platform helps acquire customers at scale across residential services, insurance, e-commerce, and B2B. 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 has been recognized by Built In LA as one of the Best Places to Work in Los Angeles.

The QA Analyst role is centered on protecting quality and compliance across agent calls. You will help ensure that agents, supervisors, team leads, and related departments stay aligned on client policies and procedures. A key part of the job is building a transparent, professional, and respectful working relationship with account supervisors and team leads so that agents receive the coaching and development they need.

Key Responsibilities

• Review and score agent calls on a daily basis.
• Work toward meeting departmental and provider-based evaluation targets.
• Coordinate with the Quality team to keep methods, workflows, and procedures aligned and productive.
• Provide coaching and feedback to agents based on monitored calls.
• Maintain accurate daily records of monitored calls, evaluation results, and recurring trends.
• Use internal systems to find calls and listen to recorded interactions.
• Participate in trainings, meetings, and calibration sessions whenever required.
• Share daily production updates, scores, trends, and other completed activities.
• Build and maintain positive working relationships with account managers, supervisors, team leads, and agents.
• Handle audit requests and other quality-related assignments as needed.
• Complete call audits and evaluation tasks within required timelines.
• Demonstrate dependable attendance and consistent punctuality.

Required Skills and Experience

• Prior experience in quality assurance is mandatory, along with contact center experience.
• Strong written and spoken communication skills.
• Curious, motivated, and entrepreneurial in approach.
• Customer-focused mindset.
• Ability to work collaboratively as part of a team.
• Open to learning, coaching, and mentorship.
• Comfortable working in a fast-moving environment.
• Driven to achieve and surpass measurable performance goals.
• Self-motivated with a high level of initiative.
• Good organizational skills and time management.
• Comfortable with technology and intermediate computer skills.
• Bachelor’s degree or established QA experience is required.

Desired Capabilities

• Experience with reporting.
• Ability to present to groups and speak confidently in front of others.
• Strong Excel skills are preferred.
• Intermediate proficiency in PowerPoint is preferred.
• Knowledge of speech analytics software.

Interview and AI Policy

Centerfield uses AI tools internally to support hiring efficiency and consistency, including resume screening and administrative work. Candidates may use AI responsibly to prepare for interviews, such as practicing answers or researching potential questions. However, all interview responses should reflect the candidate’s own knowledge, judgment, and experience.

Using AI-generated responses during live interviews, technical assessments, or written submissions is not allowed unless explicitly permitted. Interviews will be scheduled only after resumes have been reviewed against the minimum requirements.

Additional Information

This role is not limited strictly to the duties listed above; responsibilities may change depending on business needs. 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 other protected characteristics under applicable law.

For privacy details related to candidate information, the company refers applicants to its privacy policy.