Call Center QA Analyst

Job Title: Call Center QA Analyst

Location: Muharrem Fejza, Pristina (On-site)

Working Hours: 2AM - 10AM (Local time)

LS Global specializes in optimizing business operations worldwide through expert outsourcing. We are looking for a motivated, detail-oriented, and analytical Quality Assurance (QA) Analyst to join our growing team in Pristina. In this role, you will monitor agent performance, uphold quality standards, and work closely with Team Leads and Management to drive continuous improvement and achieve operational goals.

Key Responsibilities:

• Monitor and evaluate outbound calls to ensure adherence to quality standards and company policies..
• Supervise the quality performance of assigned agents and identify areas for coaching and improvement.
• Collaborate with Team Leads and Management to address performance issues, improve agent performance, and maintain quality standards.
• Monitor CRM systems, dashboards, and other operational tools to track agent activity, performance, and quality metrics.
• Provide timely, constructive feedback to agents to support continuous improvement and adherence to company expectations.
• Step in to handle customer calls when necessary, including escalations or situations requiring additional support.
• Identify recurring issues and recommend improvements to processes, workflows, and overall service quality.

Qualifications:

• Experience in Quality Assurance in a call center environment or a similar role..
• Excellent spoken and written English (C1 level or higher)
• Strong communication and interpersonal skills.
• Excellent attention to detail and analytical skills.
• Ability to provide constructive feedback and support agent development.
• Proficiency in CRM systems, performance dashboards, and quality monitoring tools.

What we offer:

• Competitive salary based on experience.
• Career growth and internal promotion opportunities.
• Professional development and leadership training.
• Supportive and positive team culture.



If you want to build your career in a friendly, supportive environment, apply now and join our team!