Quality Analyst - AI-Driven QA & Process Improvement

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

Job summary

Integrated Human Capital is seeking a Temporary Quality Analyst to support Customer Quality Management by conducting structured quality reviews, evaluating customer interactions, and identifying performance trends. You will help convert QA insights into coaching and process improvements, reducing backlogs and aligning scoring with standards, including AI-enabled quality initiatives.

The role involves evaluating calls and cases across contact channels, documenting findings, and partnering with

Qualifications

• Experience in customer service or call center operations preferred.

Responsibilities

• Conduct quality evaluations of customer interactions across applicable channels using QA scorecards, standards, and procedures.

Skills

Quality assurance

Customer service

Attention to detail

Analytical skills

Verbal communication

Written communication

Independence

Team collaboration

Documentation

Tools

Microsoft Office

Call recording tools

Dashboards

Job description

Integrated Human Capital is seeking a Temporary Quality Analyst to support Customer Quality Management by conducting structured quality reviews, evaluating customer interactions, and identifying performance trends. You will help convert QA insights into coaching and process improvements, reducing backlogs and aligning scoring with standards, including AI-enabled quality initiatives.

The role involves evaluating calls and cases across contact channels, documenting findings, and partnering with