QA Analyst - Tech Support

Provalus; Monticello (KY); On-site; USD 42,000 - 64,000; Full time

Job summary

Provalus is seeking a QA Analyst to support our Tier I Technical Support and Repair team. The role involves monitoring customer interactions, evaluating service quality, and identifying opportunities for continuous improvement to enhance the overall experience.

The ideal candidate is detail-oriented, analytical, and skilled at delivering constructive feedback. Strong communication, problem-solving, and teamwork are essential to help colleagues and leaders achieve quality and client satisfaction

Qualifications

• Requires strong attention to detail and commitment to quality.
• Must show effective written and verbal communication skills.
• Ability to deliver professional, constructive feedback and coaching.
• Experience with analyzing data to identify trends and issues.

Responsibilities

• Monitor and evaluate customer interactions for quality, compliance, accuracy, and customer experience.
• Assess troubleshooting effectiveness, professionalism, and adherence to established procedures.
• Provide actionable feedback and coaching recommendations to improve performance.
• Identify quality trends, process gaps, and recurring customer issues.
• Partner with operations leadership to achieve quality and customer satisfaction goals.
• Participate in calibration sessions to ensure consistent evaluations.
• Prepare quality reports, scorecards, and performance insights.
• Ensure compliance with client requirements, company policies, and quality standards.
• Promote continuous improvement and service excellence across the operation.

Skills

Attention to detail

Written and verbal communication

Feedback and coaching

Analytical and problem-solving

Call center best practices

Multi-tasking in fast-paced env

Quality evaluation tools

Team collaboration

Education

High school diploma or equivalent

Tools

Quality monitoring tools

Job description

About the Role
Provalus is seeking a QA Analyst to support our Tier I Technical Support and Repair team by monitoring customer interactions, evaluating service quality, and identifying opportunities for continuous improvement. In this role, you will review calls and support activities to ensure customer interactions meet quality standards, compliance requirements, and client expectations. The QA Analyst plays a key role in driving service excellence, supporting employee development, and improving the overall customer experience.
The ideal candidate is detail-oriented, analytical, and passionate about helping others succeed. This role requires strong communication skills, sound judgment, and the ability to provide constructive feedback that supports both individual and team performance.

Key Responsibilities

• Monitor and evaluate customer interactions for quality, compliance, accuracy, and customer experience.
• Assess troubleshooting effectiveness, professionalism, and adherence to established procedures.
• Provide actionable feedback and coaching recommendations to improve performance.
• Identify quality trends, process gaps, and recurring customer issues.
• Partner with operations leadership to achieve quality and customer satisfaction goals.
• Participate in calibration sessions to ensure consistent evaluations.
• Prepare quality reports, scorecards, and performance insights.
• Ensure compliance with client requirements, company policies, and quality standards.
• Promote continuous improvement and service excellence across the operation.

Job Requirements

• Strong attention to detail and commitment to quality standards.
• Effective written and verbal communication skills.
• Ability to deliver professional, constructive feedback.
• Strong analytical, problem-solving, and trend-identification skills.
• Knowledge of customer service and call center best practices.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with computer systems, reports, and quality evaluation tools.
• Ability to work independently and collaboratively with leaders and team members.

Preferred Skills

• Previous call center, customer service, technical support, or quality assurance experience.
• Understanding of quality monitoring, coaching, and performance management practices.
• Experience evaluating customer interactions for accuracy, compliance, and customer experience.
• Familiarity with service desk, technical support, or telecommunications environments.
• Ability to analyze data and identify opportunities to improve customer outcomes.
• Strong working knowledge of Windows-based systems and common business applications.

Minimum Requirements

• High school diploma or equivalent.
• At least 1 year of customer service, call center, coaching, or related experience preferred.
• Strong computer skills, including the ability to navigate multiple systems and document findings accurately.

Job Type: Full-time
Work Location: In person