Quality Assurance Analyst

VITRONIC Machine Vision; Maryland; On-site; USD 55,000 - 75,000; Full time

Job summary

VITRONIC Machine Vision in the United States is seeking a Quality Assurance Analyst to monitor and improve customer interactions, back-office processes, and call center quality using sampling techniques.

You will analyze event processing and KPI data, provide coaching to agents, and drive continuous improvement. Reporting to the BI Manager, you will help standardize quality measures and support SOP updates.

Qualifications

• Minimum 3–5 years of non-IT QA experience with back-office and/or call center functions.
• Proficient with Excel and Microsoft Office suite.
• Strong analytical skills to interpret data, identify trends, and recommend improvements.
• Excellent written and verbal communication for coaching and feedback.
• Strong attention to detail and focus on continuous improvement.

Responsibilities

• Monitor and evaluate back-office work and customer interactions to ensure standards.
• Analyze performance metrics to identify trends and opportunities for improvement.
• Provide feedback and coaching to agents to improve data entry, communication, and efficiency.
• Track KPIs such as event processing scores, call quality, and customer satisfaction; report findings.
• Develop and implement quality improvement initiatives and training programs.
• Participate in calibration sessions to standardize evaluation criteria.
• Assist in updating SOPs and support special BI projects.

Skills

Excel

Data analysis

Communication

Attention to detail

Time management

Collaboration

Call center software

Education

Bachelor's degree

Tools

Grafana

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.