Quality Assurance Analyst

Job Summary

Supporting the governance and continuous improvement of Quality Assurance programs, the full-time QAC Analyst will manage quality monitoring activities, analyze customer interactions, and collaborate with cross-functional teams in a hybrid role based out of London, KY.

Key responsibilities

• Support the execution and improvement of Quality Assurance programs across Contact Center Operations
• Analyze customer interactions and operational performance metrics to identify trends and recommend improvements
• Document testing results and assist in evaluating the effectiveness of operational controls and governance

Required qualifications

• Bachelor's degree in Business Administration, Quality Management, or a related discipline preferred
• Minimum 3 years of experience in Quality Assurance, Business Analysis, or Contact Center Operations
• Experience with speech analytics platforms and quality monitoring systems is preferred
• Strong analytical skills with the ability to translate data into actionable business recommendations
• Experience working in a regulated industry, such as financial services, is considered an asset