The Call Operations Analyst supports the Call Verified team at Buyerlink by reviewing call quality, analyzing queue activity, and translating performance data into clear insights that improve customer support efficiency, agent effectiveness, and overall call operations.
In this role, you will monitor recorded and live calls, evaluate interactions, review phone queue activity, and identify trends in agent performance and call data. The ideal candidate is detail-oriented, analytical, and comfortable using call center metrics to recommend process improvements, support coaching efforts, and help ensure a consistent, professional, and fully compliant customer experience.
Please note that this is a fully in-office role in American Fork, Utah.
What you’ll do:
This is a dynamic, cross-functional role where no two days are the same. One day you may be analyzing call center performance metrics to identify trends and opportunities; the next you could be reviewing call scripts, conducting quality audits, or partnering with multiple departments to solve operational challenges.
Your responsibilities will include:
- Analyze metrics to identify trends, root causes, and opportunities to improve productivity, quality, and profitability.
- Review call recordings to evaluate agent performance, identify coaching opportunities, investigate client concerns, conduct disposition audits, and ensure compliance with quality standards.
- Evaluate and recommend improvements to call scripts, call flows, and agent messaging to improve customer engagement and campaign performance.
- Improve reports and dashboards, and make actionable recommendations that help leadership make informed operational decisions.
- Partner with Operations, QA, Training, and IT to investigate issues, implement solutions, and drive continuous improvement.
- Assist with special projects, operational audits, new client implementations, process documentation, and other initiatives as business needs evolve.
- Serve as a resource across departments, helping teams identify problems, improve processes, and execute operational initiatives.
- Take ownership of projects from identification through resolution while managing multiple priorities in a fast-paced environment.
Who you are & what you bring:
- 2+ years of experience in call center operations, quality assurance, workforce management, business analysis, operations support, or a similar analytical role.
- Strong analytical and problem-solving skills with the ability to turn data into actionable recommendations.
- Experience working with call center KPIs such as contact rate, conversion rate, quality scores, and other operational metrics.
- Ability to identify root causes rather than simply reporting symptoms, and recommend practical solutions that improve operational performance.
- Excellent communication skills with the ability to work effectively across multiple departments and build strong working relationships at all levels.
- High attention to detail and ability to evaluate calls consistently using established criteria and performance standards.
- Self-motivated and able to manage projects independently while also contributing as a collaborative team player.
- Comfortable providing constructive feedback, presenting findings, and influencing operational improvements through data and observations.
- Willing to jump in wherever needed; no task is considered above or below you, and committed to helping the organization succeed.
Skills Required
- 2+ years experience in a call center, appointment setting, customer support, quality assurance, or operations analysis
- Strong analytical skills with ability to interpret call data and identify trends
- High attention to detail and consistent evaluation using established criteria
- Working knowledge of call center metrics (average handle time, conversion rate, service level, abandon rate, queue volume, quality score, agent productivity)
- Comfortable using call recording platforms, phone systems, CRM tools, spreadsheets, dashboards, and reporting tools
- Clear written and verbal communication skills; ability to present findings professionally
- Ability to work independently, manage recurring review tasks, meet deadlines, and maintain confidentiality
- Collaborative mindset; ability to partner with supervisors, trainers, and operations leaders
- Experience designing or refining call review scorecards, quality standards, and reporting tools
- Familiarity with AI-enabled workflows and agentic process design
What We Do
Buyerlink operates the leading marketplace for locally targeted and category-specific consumer demand online. A One Planet Group company. Our patented technology allows our platform to conduct millions of auctions striving to connect consumers to perfectly matched service providers. We currently serve the automotive, real estate, insurance, home services, solar, and home warranty industries, and our category agnostic platform offers us the capability to quickly launch new verticals as necessary. As a fully integrated technology platform, Buyerlink simplifies online marketing, empowering businesses of all sizes to gain access to in-market locally-targeted consumer demand at scale. While Buyerlink is focused on providing a massively effective, locally targeted marketing solution, as a One Planet company our true fulfillment stems from operating a mission-driven business with a measurably positive impact on the world. Our fundamental values place love at the center of every facet of the business. We stand for social justice, women's rights, racial justice, and unity. Buyerlink provides the means to uphold our unwavering commitment to universal philanthropy.
