Contact Center QA Analyst — Elevate Service Quality

Immersion Consulting, LLC.; Annapolis (MD); On-site; USD 40,000 - 55,000; Full time

Job summary

A consulting firm located in Annapolis, Maryland is seeking a Contact Center Quality Assurance Analyst to ensure exceptional service in its operations. This role involves monitoring and analyzing contact center activities, validating the accuracy of transactions, and supporting quality improvements. Candidates should possess a high school diploma and have 1–3 years of relevant experience, along with strong communication skills. Join a mission-driven team focused on delivering meaningful work and positive impact.

Qualifications

• 1–3 years of contact center or customer service experience.
• Ability to work in a high-volume, time-sensitive environment.

Responsibilities

• Monitor calls, chats, emails, and transactions for adherence to standards.
• Validate the accuracy of processed enrollment changes.
• Support creation of performance reports and customer satisfaction analysis.

Skills

Strong communication skills

Problem-solving skills

Education

High school diploma

Job description

A consulting firm located in Annapolis, Maryland is seeking a Contact Center Quality Assurance Analyst to ensure exceptional service in its operations. This role involves monitoring and analyzing contact center activities, validating the accuracy of transactions, and supporting quality improvements. Candidates should possess a high school diploma and have 1–3 years of relevant experience, along with strong communication skills. Join a mission-driven team focused on delivering meaningful work and positive impact.