Call Center Quality Assurance Analyst & SOP Writer

About the role

Ramcogas is looking for a detail‑oriented professional to join the team as a Call Center Quality Assurance Analyst and Procedure Writer. In this position you will support executive management by documenting meeting outcomes, creating and maintaining SOPs, and ensuring high‑quality customer interactions across inbound and outbound calls.

Key responsibilities

• Attend inter‑departmental meetings, take accurate minutes, and capture key decisions and action items.
• Develop, update, and validate standard operating procedures and related instructional materials in collaboration with subject‑matter experts.
• Conduct regular audits of inbound and outbound calls, assess adherence to guidelines, and provide feedback to agents and supervisors.
• Track and document customer issues reported during calls, generate quality reports, and highlight trends for executive review.
• Escalate critical customer concerns to senior management and work with cross‑functional teams to implement process improvements.

Required profile

• Bachelor’s degree in a relevant field or equivalent work experience.
• Previous experience in call‑center quality assurance or process improvement.
• Excellent written and verbal communication skills for clear documentation.
• Strong attention to detail, analytical ability, and capacity to manage multiple projects.
• Proficiency with Microsoft Office Suite and familiarity with call‑center operations.