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Call Quality Analyst
Call Quality AnalystBig Brand Tire & Service • Moorpark, CA, US
Call Quality Analyst

Call Quality Analyst

Big Brand Tire & Service • Moorpark, CA, US
3 days ago
Job type
  • Full-time
Job description

Call Quality Analyst

Location : Moorpark, CA

Status : Full-time | On-site

Pay : $18 - $24 / hr (based on experience)

About the Role

We're looking for a Call Quality Analyst to join our Operations team and support store and call center performance across Big Brand Tire & Service.

This role plays a key part in ensuring every customer interaction meets our standards for professionalism, accuracy, and genuine care. You'll spend your day listening to recorded calls, scoring them against quality standards, identifying coaching opportunities, and spotting trends that help improve the customer experience company-wide.

You'll report directly to the Operations Manager and collaborate closely with store leadership and call center teams to ensure consistency, accountability, and excellence in every customer conversation.

What You'll Do

  • Listen to recorded calls from retail stores and the call center to assess customer experience, accuracy, and compliance.
  • Score calls against defined quality metrics (tone, accuracy, professionalism, empathy, policy adherence).
  • Identify training or coaching opportunities and share feedback with leadership.
  • Track and report performance trends weekly, highlighting wins and areas for improvement.
  • Support development and refinement of QA rubrics and call review forms.
  • Collaborate with Operations and Training teams to improve call handling, service recovery, and consistency across locations.
  • Maintain confidentiality, neutrality, and accuracy in evaluations.

What Makes You a Great Fit

  • 24 years of experience in quality assurance, customer experience, or call monitoring (automotive industry preferred).
  • Exceptional attention to detail and listening skills you can pick up on tone, empathy, and process accuracy.
  • Strong analytical and written communication skills; able to translate observations into actionable feedback.
  • Proficient with call monitoring or CRM software; comfortable working with data and performance reports.
  • Reliable, organized, and able to manage repetitive tasks with focus and consistency.
  • Passionate about helping teams improve through positive, constructive feedback.

    • Why You'll Love Working Here

  • Competitive pay and benefits (medical, dental, vision, paid time off, holidays).
  • Growth opportunities across Operations and Customer Experience teams.
  • Supportive, collaborative environment that values accuracy and accountability.
  • A culture that celebrates great service and the people behind it.

    • Big Brand Tire & Service has been a trusted name in tire and automotive repair for over 50 years. Now operating in 10 states, we've grown significantly while staying true to our roots by maintaining a family-oriented culture. Our organization includes several well-known tire brands, all united by our commitment to fast, friendly servicefor both our customers and our team members. We invest in our people, promote from within, and provide real opportunities for growth. If you're hardworking, motivated, and ready to build a career, Big Brand Tire & Service is the place for you. Let's grow together.

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    Quality Analyst • Moorpark, CA, US