QA Analyst

Burnett Staffing Specialists; El Paso (TX); On-site; USD 33,000 - 41,000; Full time

Job summary

Burnett Staffing Specialists seeks a detail-oriented Temporary QA Analyst to support our Customer Quality Management team. The role evaluates customer interactions, identifies performance trends, and provides quality insights to coach, train, and improve processes.

You will review calls and cases against QA standards, document findings, and participate in calibration sessions to ensure scoring consistency. This is a 16-month assignment with potential extension, paying $24.00–$30.00 per hour.

Qualifications

• Associate’s degree in Business, IT or related field preferred.
• Equivalent education/experience considered.
• Experience in customer service, QA, or contact center preferred.
• Strong analytical, organizational, and communication skills.
• Excellent attention to detail and consistent application of standards.
• Proficiency with Microsoft Office and customer service systems.
• Ability to work independently while collaborating with teams.
• Experience with QA programs or AI-assisted monitoring is a plus.

Responsibilities

• Evaluate customer interactions using QA standards and scorecards.
• Review calls, cases, and docs for accuracy and compliance.
• Identify trends and opportunities for coaching and improvements.
• Document QA findings and collaborate with supervisors/trainers.
• Participate in calibration sessions for scoring consistency.
• Meet productivity goals and reduce QA backlogs.
• Assist with validating AI-generated quality monitoring results.
• Escalate compliance or customer-impact concerns as needed.

Skills

Analytical skills

Communication skills

Organizational skills

Independent work

Education

Associate degree or equivalent

Tools

Microsoft Office

Job description

QA Analyst Pay Rate: $24.00 - $30.00 per hour

Schedule: Monday through Friday

Hours: 40 hours per week

Assignment Duration: Approximately 16 months, with the potential for extension

Position Summary

We're seeking a detail-oriented Temporary QA Analyst to support our Customer Quality Management team. This role is responsible for evaluating customer interactions, identifying performance trends, and providing quality insights that support coaching, training, and process improvements.

Responsibilities

• Evaluate customer interactions using established QA standards and scorecards.
• Review calls, cases, and documentation for accuracy, compliance, and customer experience.
• Identify trends, recurring issues, and opportunities for coaching and process improvement.
• Document QA findings and collaborate with supervisors and trainers.
• Participate in quality calibration sessions to ensure scoring consistency.
• Meet productivity goals while helping reduce QA backlogs.
• Assist with validating AI-generated quality monitoring results.
• Escalate compliance or customer-impact concerns as needed.

Qualifications

• Associate’s degree in Business, Information Technology, or a related field preferred.
• An equivalent combination of education and relevant experience will be considered.
• Experience in customer service, contact center operations, quality assurance, utilities, billing, collections, or a related field preferred.
• Strong analytical, organizational, and communication skills.
• Excellent attention to detail and ability to apply standards consistently.
• Proficiency with Microsoft Office and customer service systems.
• Ability to work independently while collaborating with cross-functional teams.
• Experience with QA programs, coaching, or AI-assisted quality monitoring is a plus.