Note: The job is a remote job and is open to candidates in USA. FTS, Inc. is partnering with a national insurance client to bring on a Call Center QA Support Analyst for their Open Enrollment season. This full-time, remote contract role involves reviewing and scoring recorded calls, tracking KPIs, and supporting data-driven tasks.

Responsibilities

• Review and score recorded calls daily through the QA system
• Track KPIs across platforms and flag trends for senior QA staff
• Pull, clean, and analyze end‑of‑day reports (Power BI output handled by another team)
• Support data‑driven tasks like schedule updates, outreach tracking, and census entries
• Maintain accuracy, consistency, and a distraction‑free remote workspace

Skills

• 2+ years QA, call center, or data analyst background
• Strong analytical skills and high attention to detail
• Solid Excel ability - comfortable with formulas, charts, and data entry
• Fluent Spanish bilingual
• High School Diploma or equivalent
• Smartsheet experience
• Insurance experience
• Experience with pivot tables/macros

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