Quality Assurance Analyst: Customer Experience & Compliance

Tandym-Group; Winchester (VA); Hybrid; USD 25,000 - 28,000; Full time

Benefits offered by this job

Hybrid work schedule

Competitive hourly pay

Job summary

Tandym-Group in Winchester, VA is seeking a Quality Assurance Analyst to monitor member interactions across channels, ensure regulatory and operational compliance, and identify opportunities to improve service quality and business processes for customers. This hybrid role offers 3 days onsite per week with locations in Pensacola, FL or Winchester, VA; standard business schedule with hours to be confirmed.

The position pays USD18–20 per hour and requires 2–4 years in QA or related fields, strong

Qualifications

• 2–4 years of relevant experience in quality assurance, quality control, operations, customer service, compliance, financial services, or a related field.
• Strong analytical, research, and problem-solving skills.
• Experience interpreting and applying data, policies, procedures, guidelines, and regulations.
• Strong active listening skills with the ability to accurately assess and respond to customer/member interactions.
• Proficiency with Microsoft Word, Excel, PowerPoint, or similar business software.
• Strong written and verbal communication skills.
• Experience working on cross-functional teams and projects.
• Ability to exercise initiative and sound judgment when making decisions.
• Strong ability to provide constructive feedback and recommend performance or process improvements.
• Ability to influence, guide, and collaborate effectively with others.

Responsibilities

• Monitor, document, and evaluate member interactions across channels for quality and compliance.
• Provide constructive feedback to team members and leadership while recognizing performance.
• Identify opportunities for improvement in team performance, procedures, systems, and member service.
• Identify potential fraud or abuse patterns and report them.
• Analyze quality data and member journeys to identify trends and actionable insights.
• Assess impact of process changes on service quality.
• Identify gaps and propose efficiency improvements to reduce costs.
• Partner with cross-functional stakeholders on quality initiatives, controls, and projects.
• Maintain knowledge of quality systems, regulations, policies, and industry trends.
• Participate in learning experiments and continuous improvement initiatives.
• Mentor less experienced team members as needed.

Skills

Quality assurance

Analytical skills

Data interpretation

Active listening

Microsoft Word

Microsoft Excel

PowerPoint

Communication

Cross-functional teamwork

Decision making

Feedback

Influence

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

Tandym-Group in Winchester, VA is seeking a Quality Assurance Analyst to monitor member interactions across channels, ensure regulatory and operational compliance, and identify opportunities to improve service quality and business processes for customers. This hybrid role offers 3 days onsite per week with locations in Pensacola, FL or Winchester, VA; standard business schedule with hours to be confirmed.

The position pays USD18–20 per hour and requires 2–4 years in QA or related fields, strong