QA Analyst

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

Job summary

Burnett Specialists Staffing | Recruiting seeks a detail-oriented Temporary QA Analyst to support our Customer Quality Management team in El Paso, TX. You will evaluate customer interactions, identify performance trends, and provide quality insights to support coaching and process improvements.

The assignment is approximately 16 months with potential extension. Schedule is Monday–Friday, 40 hours weekly, with pay between $24 and $30 per hour.

Qualifications

• QA experience in a call center.
• 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.
• Experience using Copilot or other AI chatbot services.

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.

Skills

QA in call center

Analytical thinking

Communication skills

Education

Associate's degree in Business/IT or related field

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

• QA experinece in a call center.
• 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.
• Experience using Copilot or other AI chatbot services.

ELPSO70 #ZR