QA Analyst (Digital)

Served With Honor; United States; Remote; USD 50,000 - 60,000; Full time

Job summary

A leading company is looking for a QA Analyst (Digital) to enhance the quality of digital communications through monitoring and reporting. You will play a crucial role in analyzing performance using advanced quality systems and leading improvement initiatives. This full-time position offers a salary between $50,000 and $60,000, with a full benefits package including healthcare and a 401(k) plan. Ideal candidates will have a Bachelor's degree in Computer Science and extensive experience in IVR systems.

Benefits

Healthcare: PPO and HSA plans

401(k) with up to 3% employer match

Flexible Spending Accounts (FSA)

Paid Parental Leave

Employee discounts and Jury Duty Pay

Qualifications

• 3+ years with IVR systems and contact center solutions.
• 2+ years in automation solution design.
• Certification in contact center applications preferred.

Responsibilities

• Review quality of work and performance of service delivery teams.
• Compile Quality Assurance assessments and document results.
• Provide actionable data and feedback to management.

Skills

Quality Assurance

Automation solution design

IVR systems

Performance analysis

Process optimization

Education

Bachelor's degree in Computer Science

Tools

Genesys Cloud

Five9

Zoom

Job description

Join to apply for the QA Analyst (Digital) role at Served With Honor

Join to apply for the QA Analyst (Digital) role at Served With Honor

Get AI-powered advice on this job and more exclusive features.

This range is provided by Served With Honor. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$50,000.00/yr - $60,000.00/yr

Direct message the job poster from Served With Honor

Talent Acquisition Manager at Served With Honor

Job Title: QA Analyst - Digital

Location: 100% Remote (US Only)

Compensation: $50,000-$60,000 + Full Benefits Package

Reports to: QA

As a QA Analyst (Digital) you will deliver high quality service through quality assurance monitoring of digital communications (phone, chat, email) of service delivery roles with clients using tools such as Genesys Cloud or similar. In addition to completing digital communications observations, responsibilities include hosting internal call calibration sessions, providing onsite leadership support, providing reporting/quality trend analysis, and assisting with project work as assigned. Solves a range of straightforward problems. Analyzes possible solutions using standard procedures.

What you will do:

• Review quality of work and performance of all service delivery team members across business lines by using AI enabled, contact center applications, applications and manual process workflows.
• Identify training needs and communicate needs to leadership and training teams as needed.
• Compile Quality Assurance (QA) assessments of service delivery, and document results within established repository in accordance with defined departmental policies and procedures.
• Provide actionable data and feedback to care delivery managers and leadership team members.
• Identify, document and establish contact center quality and performance trends and communicate to leadership team.
• Maintain working knowledge of all applicable regulatory standards and compliance such as HIPAA, HEDIS and Centers for Medicare & Medicaid Services (CMS) regulatory guidance with the ability to interpret and communicate to others in layman’s terms.

What you will bring:

• Monitor / Score: Create quality scoring standards, samples, etc. in the delivery of services to clients (B2C, B2B) and collaborate with Care Delivery leadership on performance based on a standard set of criteria.
• Reporting/Trend Analysis: Analyze and provide weekly/monthly trending analysis to Management staff
• Service Improvement Projects: Participate in or lead projects to help drive quality improvements and/or expand services.
• Calibration Sessions: Provide support to leadership by participating in and hosting internal calibration sessions.
• Billing Accountability: Generates reports on invoice misses

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field
• 3+ years with IVR systems and contact center solutions; preferred Genesys Cloud or similar such as Five9 or Zoom
• 2+ years in automation solution design and implementation
• 3+ years with system performance analysis and root cause identification
• Certification in contact center applications, IVR system management or relevant automation technology is plus
• Skill in process automation tools and platforms
• Knowledge of call center analytics and reporting tools
• Proven track record of successful IVR system enhancements
• Demonstrable experience in reducing omni-channel handling times
• Accomplishments in process optimization and workflow automation within voice channels

Compensation and Benefits:

Along with competitive pay, full-time employees are eligible for the following benefits:

• Healthcare: PPO and HSA plans
• Retirement: 401(k) with up to 3% employer match
• Flexible Spending: Health Savings Account (HSA) and Flexible Spending Accounts (FSA)
• Insurance: Short and Long-Term Disability, Life Insurance
• Family & Medical Leave: Paid Parental Leave, Military Leave, and Bereavement Leave
• Other Benefits: Employee discounts, Jury Duty Pay, Time-Off to Vote, and more

This position is NOT APPLICABLE to residents of: Alabama, California, Colorado, Kentucky, Montana, New York, North Dakota, Ohio, Oregon, Washington, Wyoming.

Served With Honor is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, marital status, disability or any other basis prohibited by law.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Quality Assurance

Referrals increase your chances of interviewing at Served With Honor by 2x

Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Get notified when a new job is posted.

Sign in to set job alerts for “Quality Assurance Analyst” roles.

United States $50,000.00-$250,000.00 2 weeks ago

United States $65,000.00-$160,000.00 4 days ago

United States $95,000.00-$140,000.00 2 weeks ago

United States $42,400.00-$63,600.00 1 week ago

United States $121,400.00-$142,800.00 2 weeks ago

United States $42,400.00-$63,600.00 1 week ago

AML Quality Assurance (QA) Analyst - Contract

United States $67,161.74-$116,168.42 4 hours ago

New Jersey, United States $80,000.00-$120,000.00 2 days ago

United States $65,000.00-$85,000.00 1 month ago

Albany, NY $100,000.00-$140,000.00 3 weeks ago

Texas, United States $30.00-$45.00 19 hours ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.