Call Center Quality Analyst

HTSS, Inc.

Providence, RI

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JOB DETAILS

SALARY

SKILLS

Analysis Skills, Call Center Evaluation, Call Center Operations, Call Centers, Call Monitoring, Communication Skills, Continuous Improvement, Corporate Policies, Customer Experience, Detail Oriented, Maintain Compliance, Microsoft Office, Performance Management, Presentation/Verbal Skills, Process Improvement, Quality Assurance, Regulations, Trend Analysis, Work From Home, Writing Skills

LOCATION

Providence, RI

POSTED

30+ days ago

Job Title: QA Analyst Call Center (Long-Term Temporary)

Location: Cumberland, RI (Hybrid Remote on Mondays and Fridays)
Employment Type: Long-Term Temporary
Compensation: Up to $91,000 annually (BOE)
Benefits: Health Insurance | Paid Time Off

Job Description:
Our client is seeking a Quality Assurance Analyst with a strong background in call center operations. This long-term temporary position features a hybrid schedule, allowing remote work on Mondays and Fridays, and offers a supportive environment focused on continuous improvement and compliance.

Key Responsibilities:

Monitor and evaluate inbound and outbound calls for quality, compliance, and customer experience standards.
Score calls and deliver actionable feedback to agents and supervisors to drive performance improvements.
Identify trends, gaps, and opportunities for training and process enhancements.
Collaborate with training and operations teams to ensure consistent QA standards.
Maintain detailed documentation and reporting related to QA activities and metrics.
Ensure compliance with company policies and industry regulations.

Qualifications:

Proven experience in a call center QA role, specializing in call monitoring and scoring.
Strong analytical skills and high attention to detail.
Effective written and verbal communication skills.
Ability to provide constructive, actionable feedback.
Experience in the utilities industry or other regulated industry is a strong plus.
Proficiency in QA tools and Microsoft Office Suite.

What We Offer:

Competitive pay up to $91K annually
Hybrid schedule work remotely on Mondays and Fridays
Health insurance and paid time off available
Opportunity to contribute to high-quality service delivery in a regulated environment

Ready to apply? Send resume to LHADLEY@HTSS-INC.COM or apply directly through the www.htss-inc.com

Call Center Quality Analyst

HTSS, Inc.

Providence, RI

About the Company

HTSS, Inc.

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