In-Person QA Analyst: Customer Experience & Compliance

Provalus; North Wilkesboro (NC); On-site; USD 48,000 - 72,000; Full time

Job summary

Provalus is seeking a Quality Assurance Analyst to monitor and evaluate customer interactions—calls, chats, emails, and transactions—to ensure adherence to internal quality standards and regulatory requirements. This role drives continuous improvement and enhances customer experience across client engagements.

Responsibilities include audits, timely feedback, trend analysis, root-cause identification, and action-plans.

Qualifications

• High School Diploma or equivalent required; associate or bachelor’s degree preferred.
• Experience in customer service, QA, call center, BPO, or operations preferred.
• Strong attention to detail and ability to identify errors, trends, and process gaps.
• Excellent written and verbal communication skills.
• Professional interpersonal communication and ability to provide constructive feedback.
• Proficiency with Microsoft Office applications.
• Ability to analyze data and present findings clearly.
• Strong organizational and time management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Demonstrated problem-solving and critical-thinking abilities.
• Ability to work independently while collaborating with cross-functional teams.

Responsibilities

• Monitor and evaluate customer interactions for quality, accuracy, compliance, and customer experience standards.
• Audit calls, chats, emails, tickets, and other operational processes.
• Provide timely, actionable feedback to agents and leaders to improve performance.
• Identify quality trends, performance gaps, and recurring issues and root causes.
• Collaborate with leadership to develop and implement corrective action plans.
• Coach and mentor team members to promote continuous learning and improvement.
• Prepare reports, scorecards, and quality insights to support decisions.
• Ensure compliance with client requirements, policies, and regulations.
• Participate in calibration sessions to maintain consistency in evaluations.
• Support quality initiatives that improve customer satisfaction and service delivery outcomes.

Skills

Attention to detail

Quality assurance

Analytical thinking

Data analysis

Excellent communication

Microsoft Office

Education

High School Diploma

Associate or Bachelor’s degree

Job description

Provalus is seeking a Quality Assurance Analyst to monitor and evaluate customer interactions—calls, chats, emails, and transactions—to ensure adherence to internal quality standards and regulatory requirements. This role drives continuous improvement and enhances customer experience across client engagements.

Responsibilities include audits, timely feedback, trend analysis, root-cause identification, and action-plans.