Impactful Contact Center QA Analyst

Immersion; Mechanicsburg (Cumberland County); On-site; USD 42,000 - 58,000; Full time

Job summary

Immersion Mechanicsburg, PA is seeking a QA Analyst to evaluate customer interactions across calls, chat, and email to ensure quality and compliance. This on-site role operates during standard business hours with assigned shifts.

The position focuses on delivering actionable feedback, supporting agent performance, and driving continuous quality improvements through calibration, reporting, and collaboration with operations and training teams.

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

• Quality Monitoring: Review and evaluate customer interactions (calls, chat, email) using standardized scorecards.
• Feedback & Coaching Support: Document findings and provide feedback to supervisors and leadership; support targeted coaching.
• Reporting & Analysis: Track quality trends and identify performance gaps; prepare regular reports on quality performance.
• Calibration & Collaboration: Participate in calibration sessions to ensure scoring consistency; partner with operations and training teams.
• Compliance Awareness: Ensure interactions meet data privacy and regulatory requirements; maintain audit-ready records.

Skills

Quality assurance

Attention to detail

Communication skills

Tools

QA tools

Job description

Immersion Mechanicsburg, PA is seeking a QA Analyst to evaluate customer interactions across calls, chat, and email to ensure quality and compliance. This on-site role operates during standard business hours with assigned shifts.

The position focuses on delivering actionable feedback, supporting agent performance, and driving continuous quality improvements through calibration, reporting, and collaboration with operations and training teams.