Callcap careers

Quality Assurance Analyst

A Quality Assurance Analyst is responsible for providing quality control reviews of recorded phone calls and providing an overall summary of results of the call and/or filling out a score card detailing specifics of the call for multiple industries.


  • Ability to listen to calls 90% of work hours
  • Minimum of typing 25 words per minute
  • Ability to analyze information and make inferences, using a degree of subjectivity
  • Intermediate math skills, with use of a calculator
  • Ability to transition to other job-related tasks effectively according to changing business needs
  • Assume duties of other personnel as needed when they are not available
  • High school diploma or equivalent
  • Must have computer skills; the ability to access and accurately input information into a computer system, and to learn how to use and navigate new software and/or clients’ databases
  • Must maintain a professional appearance and demeanor
  • All other duties as needed and directed by manager

Additional Skills a plus, but not required:

  • Call quality or quality assurance experience
  • 1-year prior call/help desk or customer service representative experience
  • Basic Microsoft Office skills

Physical Demands:

  • Ability to climb stairs
  • Ability to sit in a chair for up to 5 hours
  • Specific vision abilities include staring at a computer screen for long periods of time
  • Ability to listen to calls through headphones

EOE Statement:

Callcap is an equal opportunity employer. In accordance with anti-discrimination law, it is the purpose of this policy to effectuate these principles and mandates. Callcap prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, national origin, age, disability or genetic information. Callcap conforms to the spirit as well as to the letter of all applicable laws and regulations. Additionally, Callcap will take action to employ, advance in employment and treat qualified Vietnam-era veterans and disabled veterans without discrimination in all employment practices.


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