Quality Assurance Analyst

Job Summary

To support the Federal Emergency Management Agency (FEMA), the full-time temporary Quality Assurance Analyst will monitor calls and provide performance feedback to ensure adherence to quality and customer service standards while working remotely.

Key responsibilities

• Conduct call monitoring sessions to evaluate service quality and adherence to established standards
• Provide feedback on call performance to the QA Supervisor to help meet program objectives
• Assess the accuracy of information provided during interactions and ensure compliance with policies and procedures

Required qualifications

• High School diploma or equivalent with 1-3 years of relevant experience
• Must be a US Citizen and able to pass a federal background check
• Availability to work an eight-hour shift, five days a week, between 6:30 AM and 2:00 AM ET, including weekends
• Ability to maintain a private and secure work area with adequate power supply
• Internet speed of 25 Mbps or higher required for remote work