Contact Center QA Analyst: Elevate Customer Experience

Immersion; Annapolis (MD); On-site; USD 52,000 - 72,000; Full time

Job summary

Immersion Consulting is seeking a Contact Center Quality Assurance Analyst to monitor, analyze, and report on call, chat, and email interactions across the contact center. You will verify adherence to QA standards and support accuracy and customer experience improvements.

The role requires a high school diploma and 1–3 years in a similar setting, with strong communication and problem-solving abilities in a fast-paced environment.

Qualifications

• High school diploma and 1–3 years of contact center or customer service experience.
• Strong communication and problem-solving skills.
• Ability to work in a high-volume, time-sensitive environment.

Responsibilities

• Monitor calls, chats, emails, and transactions to ensure adherence to standards defined in the PWS and QASP.
• Validate the accuracy and completeness of processed enrollment changes, address changes, and other Open Season transactions.
• Track error rates and ensure corrective actions are implemented.
• Support creation of weekly and annual performance reports, including customer satisfaction analysis.
• Work with supervisors and trainers to update procedures based on quality findings.
• Ensure compliance with data security and privacy requirements.
• Assist with root-cause analysis and develop recommendations to reduce errors and improve customer experience.

Skills

Communication skills

Problem solving

Customer service

Education

High school diploma

Job description

Immersion Consulting is seeking a Contact Center Quality Assurance Analyst to monitor, analyze, and report on call, chat, and email interactions across the contact center. You will verify adherence to QA standards and support accuracy and customer experience improvements.

The role requires a high school diploma and 1–3 years in a similar setting, with strong communication and problem-solving abilities in a fast-paced environment.