Quality Analyst

About the role

HP’s Americas Customer Care Center is seeking a Quality Analyst to evaluate recorded customer interactions and ensure compliance with COPC and other quality standards. You will grade agents, identify coaching opportunities, and help drive a world‑class customer experience.

Key responsibilities

• Perform quality audits on call recordings and complaint escalations.
• Communicate audit results to agents and management, highlighting both strengths and improvement areas.
• Collaborate with outsourced partners and suppliers as needed.
• Identify process‑improvement and cost‑reduction opportunities.
• Become an expert in COPC Customer Experience standards and apply industry best practices.
• Analyze call‑quality trends and provide actionable recommendations.
• Contribute to the long‑term strategic enhancements of the QA program.

Required profile

• 2‑4 years of experience in contact‑center quality monitoring or a related field.
• Bachelor’s degree or equivalent preferred.
• Strong analytical mindset with the ability to present feedback clearly and respectfully.
• Proactive attitude toward continuous improvement.

Required skills

• Familiarity with COPC Customer Experience (CX) standards.
• Experience using call‑recording and monitoring systems.