Quality Assurance Analyst - Remote

Overview

We are seeking a detail-oriented and analytical Quality Assurance Analyst to join our remote team based in the United States. In this role, you will be responsible for ensuring the quality of our software products through comprehensive testing and analysis.

In Short

• Monitor and evaluate inbound and outbound calls to ensure quality service delivery.
• Assess agent performance based on key performance indicators (KPIs).
• Provide detailed feedback to agents regarding call performance.
• Identify trends and potential issues in call center operations.
• Develop and maintain scoring criteria for evaluations.
• Provide coaching and training to agents.
• Review and evaluate service in both English and Spanish.
• Assist in preparing regular reports of quality performance metrics.
• Conduct regular audits of agents' calls.
• Collaborate with team leads and management.

Requirements

• Fluency in English and Spanish (written and verbal).
• High school diploma or equivalent.
• Previous experience in a call center environment.
• Knowledge of call center metrics and KPIs.
• Strong analytical skills with attention to detail.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Proficient in Microsoft Office Suite and call center software.
• Strong problem-solving and decision-making skills.
• Ability to handle multiple tasks efficiently.

Benefits

• Competitive salary range of $46,000 – $63,000.
• Medical/Dental/Vision insurance.
• Company-matching 401(k).
• Employee Stock Purchase Program.
• Tuition Reimbursement.
• Support through Making Lives Better with RRS, Inc.
• Diversity and inclusion initiatives.
• Flexible working environment.
• Opportunities for professional growth.
• Commitment to employee well-being.