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# Quality Monitoring Analyst II

- **Company:** Bachus & Schanker, LLC
- **Location:** Aurora, CO, United States
- **Experience:** Experienced
- **Salary:** $56,000.0 - $69,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Excel, Software Quality Assurance (SQA)
- **Published:** September 17, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=cdcf5e2996563f47

## About the Role

* Bachelor's degree in business, communications, or related field (or equivalent work experience)
 * 3+ years of experience in a call center environment, including prior QA or team lead experience
 * Knowledge of call center metrics
 * Familiarity with QA software and speech analytics tools
 * Excellent verbal and written communication skills
 * The ability to interpret data and identify trends
 * Proven coaching and people-development skills
 * Ability to calibrate and maintain objectivity/consistency in evaluations
 * Proficiency in Microsoft Excel and reporting/dashboard tools
 * Strong organizational skills and attention to detail
 * Experience with training program development is a plus
 * Law firm or call center experience is a huge plus

## Description

* Design, implement, and continuously refine quality monitoring programs, scorecards, and evaluation criteria for calls, chats, and emails
 * Monitor and evaluate intake staff interactions (live and recorded) for compliance, accuracy, tone, and adherence to scripts/policies
 * Calibrate scoring standards to ensure consistent, unbiased evaluations for both Intake Specialists and Intake Case Investigators
 * Track and report on quality KPIs to the Intake Leadership Team
 * Identify trends, root causes of performance gaps, and recurring customer pain points from QA data
 * Partner with the training teams and Intake Leadership to develop coaching plans and targeted training based on QA findings
 * Provide direct feedback and coaching to employees and team leads on performance improvement
 * Ensure adherence to regulatory, legal, and company compliance standards
 * Maintain and update QA documentation, forms, and evaluation tools
 * Present quality performance reports and improvement recommendations to senior management
 * Investigate escalated complaints or disputed QA scores
 * Recommend and help implement process improvements to boost overall customer experience