Quality Assurance Analyst - Data-Driven CX Coach

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 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.