Contact Center Quality Analyst (Remote Opportunity)

Lensa; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

A leading company is seeking a Contact Center Quality Analyst to enhance service delivery and customer satisfaction for a Department of Veterans Affairs project. The ideal candidate will evaluate customer interactions, provide actionable feedback, and support continuous improvement efforts in a fully remote environment.

Benefits

401k with Employer Match

Corporate Laptop

Training opportunities

Qualifications

• 1+ years of QA or contact center experience preferred.
• Experience with compliance standards (HIPAA, PCI) a plus.
• Ability to provide objective, data-driven feedback.

Responsibilities

• Monitor and evaluate recorded customer interactions for quality compliance.
• Document findings and deliver constructive feedback to agents.
• Collaborate with training teams to identify coaching needs.

Skills

Analytical skills

Communication skills

Listening skills

Education

Bachelor's degree in a related field

Tools

Microsoft Office

QA platforms (NICE, Verint, Genesys, Calabrio)

Job description

Contact Center Quality Analyst (Remote Opportunity)

VetsEZ

Contact Center Quality Analyst (Remote Opportunity)

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VetsEZ is seeking a Contact Center Quality Analyst to support a Department of Veterans Affairs (VA) contact center project. This role will evaluate customer interactions, ensure adherence to quality standards, and provide actionable feedback to improve service delivery and customer satisfaction.

Important: This role focuses on monitoring and evaluating customer service interactions — it does not involve software testing.

The candidate must reside within the continental US.

Responsibilities:

Monitor and evaluate recorded customer interactions for compliance with quality standards.

Score calls based on communication, professionalism, issue resolution, and process adherence.

Document findings and deliver constructive feedback to agents and supervisors.

Collaborate with operations and training teams to identify coaching and training needs.

Participate in calibration sessions to ensure consistency in scoring and evaluations.

Assist in refining QA forms, scorecards, and evaluation processes.

Generate quality reports and trend analyses to drive continuous improvement.

Stay current on customer service best practices and compliance requirements.

Requirements:

Bachelor's degree in a related field preferred.

1+ years of QA or contact center experience preferred.

Familiarity with QA platforms (e.g., NICE, Verint, Genesys, Calabrio).

Strong analytical, listening, and communication skills.

Ability to provide objective, data-driven feedback.

Proficient in Microsoft Office (Excel, Word, PowerPoint).

Knowledge of compliance standards (e.g., HIPAA, PCI) and contact center best practices.

Additional Qualifications:

Experience with VA or other federal agencies

Healthcare experience preferred.

Experience with SAFe/Agile.

Ability to obtain a government clearance.

401k with Employer Match

Corporate Laptop

Training opportunities

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.

Sorry, we are unable to offer sponsorship at this time

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Contact Center Quality Analyst (Remote Opportunity)

VetsEZ is seeking a Contact Center Quality Analyst to support a Department of Veterans Affairs (VA) contact center project. This role will evaluate customer interactions, ensure adherence to quality standards, and provide actionable feedback to improve service delivery and customer satisfaction....