QA Analyst

This role is responsible for evaluating customer interactions, identifying performance trends, and providing quality insights that support coaching, training, and process improvements. Experience in customer service, contact center operations, quality assurance, utilities, billing, collections, or a related field preferred.

QA Analyst

Pay Rate: $24.00 - $30.00 per hour
Schedule: Monday through Friday
Hours: 40 hours per week
Assignment Duration: Approximately 16 months, with the potential for extension

Position Summary

We're seeking a detail-oriented Temporary QA Analyst to support our Customer Quality Management team. This role is responsible for evaluating customer interactions, identifying performance trends, and providing quality insights that support coaching, training, and process improvements.


Responsibilities

• Evaluate customer interactions using established QA standards and scorecards.
• Review calls, cases, and documentation for accuracy, compliance, and customer experience.
• Identify trends, recurring issues, and opportunities for coaching and process improvement.
• Document QA findings and collaborate with supervisors and trainers.
• Participate in quality calibration sessions to ensure scoring consistency.
• Meet productivity goals while helping reduce QA backlogs.
• Assist with validating AI-generated quality monitoring results.
• Escalate compliance or customer-impact concerns as needed.

Qualifications:

• Associate’s degree in Business, Information Technology, or a related field preferred. An equivalent combination of education and relevant experience will be considered
• Experience in customer service, contact center operations, quality assurance, utilities, billing, collections, or a related field preferred.
• Strong analytical, organizational, and communication skills.
• Excellent attention to detail and ability to apply standards consistently.
• Proficiency with Microsoft Office and customer service systems.
• Ability to work independently while collaborating with cross-functional teams.
• Experience with QA programs, coaching, or AI-assisted quality monitoring is a plus.

ELPSO70