Contact Center QA Analyst: Elevate Customer Interactions

Immersion Consulting, LLC.; Mechanicsburg (Cumberland County); On-site; USD 50,000 - 70,000; Full time

Job summary

A consulting firm in Mechanicsburg, PA is looking for a QA Analyst to evaluate customer interactions and ensure quality standards are met. The role requires experience in quality assurance and strong analytical skills. Responsibilities include providing actionable feedback to support agent performance, tracking quality trends, and ensuring compliance with data privacy regulations. This on-site position supports operations during standard business hours, with growth opportunities into senior roles.

Qualifications

• Experience in quality assurance, auditing, or contact center performance evaluation.
• Strong attention to detail and analytical skills.
• Clear written and verbal communication skills.

Responsibilities

• Review and evaluate customer interactions using standardized scorecards.
• Document findings clearly and provide feedback to supervisors.
• Track quality trends and identify common performance gaps.
• Participate in calibration sessions to ensure scoring consistency.
• Ensure interactions meet data privacy and regulatory requirements.

Skills

Strong attention to detail

Analytical skills

Clear written communication

Clear verbal communication

Job description

A consulting firm in Mechanicsburg, PA is looking for a QA Analyst to evaluate customer interactions and ensure quality standards are met. The role requires experience in quality assurance and strong analytical skills. Responsibilities include providing actionable feedback to support agent performance, tracking quality trends, and ensuring compliance with data privacy regulations. This on-site position supports operations during standard business hours, with growth opportunities into senior roles.