QA Analyst (Digital) - Remote

Overview

The QA Analyst (Digital) is responsible for delivering high-quality service through quality assurance monitoring of digital communications and service delivery roles with clients, utilizing tools such as Genesys Cloud.

In Short

• Monitor quality of service delivery across business lines.
• Identify training needs and communicate with leadership.
• Compile QA assessments and document results.
• Provide actionable data and feedback to management.
• Establish contact center quality and performance trends.
• Maintain knowledge of regulatory standards such as HIPAA.

Requirements

• Bachelor's degree in Computer Science or related field.
• 3+ years experience with IVR systems and contact center solutions.
• 2+ years in automation solution design and implementation.
• 3+ years in system performance analysis.
• Certification in relevant technologies is a plus.
• Knowledge of call center analytics and reporting tools.

Benefits

• Healthcare options including PPO and HSA plans.
• 401(k) with up to 3% employer match.
• 30 Days Paid Time Off (PTO) plus 12 paid holidays.
• Short and Long-Term Disability Insurance.
• Paid Parental Leave and other family leave options.