Quality Assurance Analyst

VITRONIC Machine Vision; Maryland; On-site; USD 65,000 - 95,000; Full time

Job summary

VITRONIC Machine Vision is seeking a Quality Assurance (QA) Analyst to monitor, evaluate, and improve customer interactions and back-office processes. You will analyze event processing and call center data to ensure compliance and service excellence, reporting KPIs to leadership.

The role reports to the Business Intelligence Manager and involves coaching agents, developing quality initiatives, updating SOPs, and participating in calibration sessions to standardize evaluations.

Qualifications

• 3–5 years QA experience in back-office or call center.
• Proficient with Excel and Microsoft suite.
• Analytical data interpretation and trend identification.
• Strong feedback and coaching communication.
• Detail-oriented with continuous improvement.
• Excellent collaboration skills.
• Familiarity with call center software and QA tools.
• Strong written and verbal communication.

Responsibilities

• Monitor back-office processes and call center interactions for compliance and quality.
• Analyze performance metrics to identify trends and improvement areas.
• Provide feedback and coaching to agents on data entry, communication, and efficiency.
• Track KPIs such as QA scores and customer satisfaction and report findings.
• Develop quality initiatives and training programs.
• Participate in calibration sessions to standardize evaluation criteria.
• Update SOPs as needed.

Skills

Excel

Analytical skills

Communication skills

Attention to detail

Time management

Education

Bachelor’s degree (Business/Comm)

Tools

Grafana

Call center software

Job description

VITRONIC Machine Vision is the world's leading innovation driver for industrial image processing and automated traffic enforcement equipment. VITRONIC develops specialized products and software for image-based quality inspection, identification, and process optimization.

VITRONIC's forward-looking solutions help shape a safe and sustainable world. The limits of what is feasible are constantly being questioned to achieve the highest quality and productivity for companies in automotive, healthcare, transportation, automation, and logistics. Collaboration with our customers allows them to fully exploit technological capabilities and process efficiencies. Joint success forms the basis of long-term relationships with companies and counties like Montgomery County, BMW, Daimler, DHL, UPS, Toll Collect, Fresenius, and Sanofi, as well as public sector clients.

Since its foundation in 1984, VITRONIC has consistently grown, with operations on five continents, over 80 countries, and approximately 1,300 employees. VITRONIC systems are developed and produced at the company headquarters in Wiesbaden, Germany.

VITRONIC North America is headquartered in Louisville, KY.

Position Overview

VITRONIC Machine Vision is searching for a Quality Assurance (QA) Analyst to monitor, evaluate, and improve customer interactions utilizing representative sampling techniques. The QA Analyst plays a critical role in enhancing customer satisfaction, ensuring compliance, and improving staff performance in the areas of event processing, call center quality, and other back-office functions. By analyzing interactions and providing actionable insights, the QA Analyst helps processors, call center agents, and support specialists to attain and maintain high service standards, optimize processes, and foster a culture of continuous improvement. This role is essential for VITRONIC to consistently deliver service excellence to its customers. The role also supports operational efficiency and employee development via KPI reporting and coaching.

The Quality Assurance Analyst will report to the Business Intelligence Manager.

Responsibilities

• Monitors and evaluates the work performed in the back-office, including event processing, support functions, and customer interactions via inbound calls to ensure adherence to company standards and regulatory requirements.
• Analyzes performance via event processing metrics and call center data to identify trends, gaps, and areas for improvement.
• Provides feedback and coaching to agents, helping them improve data entry accuracy, communication skills, efficiency, and customer satisfaction.
• Gathers and tracks key performance indicators (KPIs) such as event processing scores, call quality scores, customer satisfaction, and compliance metrics, and reports findings to management.
• Develops and implements quality improvement initiatives, including training programs, process enhancements, and policy recommendations.
• Participates in both processing and call calibration sessions to standardize evaluation criteria and ensure consistent staff performance.
• Participates in the Quality Assurance dispute process which gives processors, call center agents, and other support staff the ability to challenge QA results.
• Assists in updating Standard Operating Procedures (SOPs) as needed and in keeping these current.
• Supports the Business Intelligence Manager with special research projects as assigned.

Minimum Qualifications

• Minimum 3-5 years of non-IT Quality Assurance experience with back-office and/or call center functions.
• Skilled in using Excel software with a solid aptitude for other Microsoft products as well.
• Analytical skills to interpret data, identify trends, and recommend improvements.
• Strong communication and interpersonal skills for delivering constructive feedback and coaching.
• Strong attention to detail and focus on continuous improvement.
• Organizational and time management skills to handle multiple tasks efficiently .
• Excellent internal relationship-building and collaboration skills.
• Familiarity with call center software and quality management tools.
• Strong written and verbal communication skills.

Preferred Qualifications

• Bachelor’s degree Business Administration, Communications, or related field.
• Experience with traffic safety and/or the automated photo enforcement industry.
• Experience utilizing Grafana as a BI tool.
• Quality Assurance or Customer Service certifications.
• Lean Six Sigma Green Belt or Black Belt certification.