Quality Assurance Analyst - #1397265

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Pearl Interactive Network is sourcing Quality Assurance Analysts (QAAs) to Join Our Talent Community to support future operations.

A Quality Assurance Analyst (QAA) is responsible for ensuring the quality of services provided by support staff, including team leads, supervisors, and customer service representatives (CSRs). This role includes monitoring incoming calls and other work types to assess customer service quality, accuracy of information, and adherence to departmental policies and procedures. The QA Analyst also identifies opportunities for operational improvement, establishes and maintains systems for tracking quality measures, and provides ongoing feedback to ensure continuous improvement in customer experience.

Essential Duties And Responsibilities

Quality Monitoring & Oversight:

• Provide daily oversight of quality services delivered by support staff, including team leads, supervisors, and CSRs.
• Monitor incoming calls and other work types to evaluate the quality of customer service, accuracy of information, and adherence to policies and procedures.
• Evaluate operational performance against company standards and customer expectations to identify areas of strength and areas requiring improvement.
• Establish and maintain systems for capturing, analyzing, and reporting quality measures related to call handling, customer interactions, and service outcomes.
  
  

Reporting & Analysis

• Analyze data to assess the effectiveness of customer service operations and identify trends in performance.
• Interact with program officials to report on the status of quality performance and recommend improvements where needed.
• Work with cross-functional teams, including operational staff and program leaders, to ensure consistent reporting practices and align quality standards.
• Collaborate with third-party quality assurance contractors (if elected) to help maintain an effective QA program.
  
  

Process Improvement & Recommendations

• Provide recommendations on continual process improvements aimed at ensuring a positive customer experience and maintaining service excellence.
• Identify root causes of quality issues, develop corrective action plans, and work with teams to implement changes.
• Participate in quality calibration sessions with stakeholders to ensure alignment on quality criteria and performance expectations.
  
  

Collaboration & Coordination

• Interface with operational and cross-functional areas for the contractor and DOL program staff to help determine quality needs and ensure alignment with overall objectives.
• Serve as a point of contact for quality assurance issues within the program, providing expertise and guidance to teams and stakeholders.
  
  

Education And/or Work Experience Requirements

• Bachelor’s degree in Business, Operations Management, or a related field (or equivalent experience).
• 3-5 years of experience in quality assurance or a similar role, with a focus on monitoring customer service operations and performance.
• Strong analytical skills with the ability to identify performance trends, measure quality, and implement process improvements.
• Experience with call monitoring tools and systems for tracking quality metrics and customer satisfaction data.
• Excellent communication and interpersonal skills, with the ability to provide feedback and collaborate with cross-functional teams.
• Knowledge of quality management systems and best practices for improving operational performance.
  
  

Physical Requirements

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk or hear. The employee is regularly required to sit for prolonged periods of time. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by the job include close vision, distance vision, depth perception, and the ability to adjust focus.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

Background Investigation, Security/EQIP Clearance, Drug Screen and Skills Assessments May Be Required

Pearl Interactive Network, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.