Call Center Quality Analyst

HTSS, Inc.; Rhode Island; Hybrid; USD 86,000 - 91,000; Full time

Benefits offered by this job

Health Insurance

Paid Time Off

Job summary

HTSS, Inc. in Cumberland, RI is seeking a Quality Assurance Analyst with a strong background in call center operations for a long-term temporary role.

The position features a hybrid schedule with remote work on Mondays and Fridays and a focus on continuous improvement and compliance. You will monitor calls, score for quality and customer experience, provide actionable feedback to agents and supervisors, identify trends and training needs, and collaborate with training and operations teams to

Qualifications

• Proven experience in a call center QA role, specializing in call monitoring and scoring.
• Strong analytical skills and high attention to detail.
• Effective written and verbal communication skills.
• Ability to provide constructive, actionable feedback.
• Experience in utilities or other regulated industries is a strong plus.
• Proficiency in QA tools and Microsoft Office Suite.

Responsibilities

• Monitor and evaluate inbound and outbound calls for quality, compliance, and customer experience standards.
• Score calls and deliver actionable feedback to agents and supervisors to drive performance improvements.
• Identify trends, gaps, and opportunities for training and process enhancements.
• Collaborate with training and operations teams to ensure consistent QA standards.
• Maintain detailed documentation and reporting related to QA activities and metrics.
• Ensure compliance with company policies and industry regulations.

Skills

Call center QA

Analytical skills

Attention to detail

Communication skills

Feedback delivery

QA tools

Microsoft Office

Job description

Job Title: QA Analyst - Call Center (Long-Term Temporary)

Location: Cumberland, RI (Hybrid - Remote on Mondays and Fridays)

Employment Type: Long-Term Temporary

Compensation: Up to $91,000 annually (BOE)

Benefits: Health Insurance | Paid Time Off

Our client is seeking a Quality Assurance Analyst with a strong background in call center operations. This long-term temporary position features a hybrid schedule, allowing remote work on Mondays and Fridays, and offers a supportive environment focused on continuous improvement and compliance.

Key Responsibilities

• Monitor and evaluate inbound and outbound calls for quality, compliance, and customer experience standards.
• Score calls and deliver actionable feedback to agents and supervisors to drive performance improvements.
• Identify trends, gaps, and opportunities for training and process enhancements.
• Collaborate with training and operations teams to ensure consistent QA standards.
• Maintain detailed documentation and reporting related to QA activities and metrics.
• Ensure compliance with company policies and industry regulations.

Qualifications

• Proven experience in a call center QA role, specializing in call monitoring and scoring.
• Strong analytical skills and high attention to detail.
• Effective written and verbal communication skills.
• Ability to provide constructive, actionable feedback.
• Experience in the utilities industry or other regulated industry is a strong plus.
• Proficiency in QA tools and Microsoft Office Suite.

What We Offer

• Competitive pay up to $91K annually
• Hybrid schedule - work remotely on Mondays and Fridays
• Health insurance and paid time off available
• Opportunity to contribute to high-quality service delivery in a regulated environment