QA Analyst

Burnett Specialists; El Paso (TX); On-site; USD 68,770,000 - 85,962,000; Full time

Job summary

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

The assignment runs for approximately 16 months with a potential extension, and requires reviewing calls, cases, and documentation for accuracy and compliance.

Qualifications

• QA experience in a call center is required.
• Associate degree in related field preferred.
• Experience in customer service or related fields preferred.
• Strong analytical, organizational, and communication skills.
• Proficiency with Microsoft Office and service systems.
• Ability to work independently with cross-functional teams.
• Experience with QA programs or AI-assisted monitoring is a plus.
• Experience using Copilot or other AI chatbot services.

Responsibilities

• Evaluate customer interactions using 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

Call center QA

Analytical skills

Organizational skills

Communication skills

Attention to detail

Independent work

Education

Associate degree

Tools

Copilot

AI chatbot

Job description

QA AnalystPay Rate: $24.00 - $30.00 per hourSchedule: Monday through FridayHours: 40 hours per weekAssignment Duration: Approximately 16 months, with the potential for extension Position SummaryWe'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. ResponsibilitiesEvaluate 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 consideredExperience 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