Quality Assurance Analyst

Job Summary

To enhance service quality in a remote environment, the full-time hourly Quality Assurance Analyst will develop and oversee a comprehensive Quality Assurance program, evaluate client interactions, and provide actionable feedback to improve employee performance and client experience.

Key Responsibilities

• Conduct quality evaluations of recorded calls, emails, and case management activities using established guidelines
• Assess the accuracy and completeness of employee interactions and documentation
• Identify performance trends and recommend training or coaching to address gaps in service quality

Required Qualifications

• Education equivalent to high school diploma or GED
• Experience in quality assurance, client services, or a contact center environment
• Proficiency with Microsoft Office, particularly Excel, Word, Outlook, and Teams
• Ability to handle sensitive information with discretion
• Fluent in English; bilingual is preferred but not required