Quality Assurance Analyst (Support)

Wiraa; Washington (District of Columbia); Remote; USD 65,000 - 198,000; Full time

Job summary

A technology-driven firm is seeking a Quality Assurance Support Analyst to enhance the quality of customer interactions. This role involves monitoring calls and providing feedback to improve service delivery within a federal contact center project. The ideal candidate will have experience in quality assurance and be adept at data analysis and compliance standards.

Benefits

Comprehensive Medical, Dental, and Vision insurance plans

401(k) retirement plan with employer matching contributions

Paid Time Off (PTO) plus recognized Federal Holidays

Provision of a corporate laptop for remote work

Opportunities for ongoing training and professional development

Remote work flexibility to support work-life balance

Qualifications

• 1+ years of QA or contact center experience preferred.
• Ability to provide objective, data-driven feedback.
• Familiarity with compliance standards such as HIPAA and PCI.

Responsibilities

• Monitor and evaluate recorded customer interactions to ensure quality.
• Score calls based on communication effectiveness and process adherence.
• Document evaluation findings and deliver feedback to agents.

Skills

Analytical skills

Communication skills

Listening skills

Education

Associate's or Bachelor's degree

Tools

NICE

Genesys

Verint

Calabrio

Microsoft Office

Job description

2 days ago Be among the first 25 applicants

About The Company

VetsEZ is a leading provider of innovative technology solutions dedicated to serving the needs of federal agencies, particularly the Department of Veterans Affairs. With a strong commitment to excellence and customer-centric service, VetsEZ specializes in delivering high-quality support and consulting services that enhance operational efficiency and improve customer satisfaction. Our team comprises experienced professionals who are passionate about making a positive impact in the public sector through technology, process improvement, and dedicated support. We pride ourselves on fostering an inclusive, collaborative work environment that values diversity, integrity, and continuous learning.

About The Company

VetsEZ is a leading provider of innovative technology solutions dedicated to serving the needs of federal agencies, particularly the Department of Veterans Affairs. With a strong commitment to excellence and customer-centric service, VetsEZ specializes in delivering high-quality support and consulting services that enhance operational efficiency and improve customer satisfaction. Our team comprises experienced professionals who are passionate about making a positive impact in the public sector through technology, process improvement, and dedicated support. We pride ourselves on fostering an inclusive, collaborative work environment that values diversity, integrity, and continuous learning.

About The Role

VetsEZ is seeking a dedicated Quality Assurance Support Analyst to join our team supporting a Department of Veterans Affairs contact center project. In this role, you will play a critical part in maintaining and enhancing the quality of customer interactions. Your primary responsibility will be to evaluate recorded calls and customer interactions to ensure compliance with established quality standards. You will provide constructive, data-driven feedback to contact center agents and supervisors, helping to improve overall service delivery and customer satisfaction. This position offers an excellent opportunity for individuals passionate about quality assurance, customer service, and continuous improvement within a federal contact center environment. The candidate must reside within the continental United States to support remote operations effectively.

Qualifications

• Associate's or Bachelor's degree preferred.
• Minimum of 1+ years of QA or contact center experience preferred.
• Familiarity with QA platforms such as NICE, Verint, Genesys, or Calabrio.
• Strong analytical, listening, and communication skills.
• Ability to provide objective, data-driven feedback.
• Proficiency in Microsoft Office applications including Excel, Word, and PowerPoint.
• Knowledge of compliance standards such as HIPAA and PCI, along with contact center best practices.
• Ability to obtain a government clearance if required.
• Experience with VA or other federal agencies is a plus.
• Healthcare industry experience is preferred.
• Familiarity with SAFe/Agile methodologies is advantageous.
  
  

Responsibilities

• Monitor and evaluate recorded customer interactions to ensure adherence to quality standards and compliance requirements.
• Score calls based on communication effectiveness, professionalism, issue resolution, and process adherence.
• Document evaluation findings thoroughly and deliver actionable, constructive feedback to agents and supervisory staff.
• Collaborate with operations and training teams to identify coaching opportunities and training needs based on quality assessments.
• Participate in calibration sessions with team members to ensure consistency and fairness in scoring and evaluations.
• Assist in refining quality assurance forms, scorecards, and evaluation processes to enhance accuracy and efficiency.
• Generate detailed quality reports and trend analyses to support continuous improvement initiatives.
• Stay informed about customer service best practices, compliance standards, and industry trends to ensure evaluation processes remain current and effective.
  
  

Benefits

• Comprehensive Medical, Dental, and Vision insurance plans.
• 401(k) retirement plan with employer matching contributions.
• Paid Time Off (PTO) plus recognized Federal Holidays.
• Provision of a corporate laptop for remote work.
• Opportunities for ongoing training and professional development.
• Remote work flexibility to support work-life balance.
  
  

Equal Opportunity

VetsEZ is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and do not discriminate based on race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. All qualified applicants will receive consideration for employment without regard to these factors. Sorry, we are unable to offer sponsorship at this time.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Quality Assurance

• Industries

  Technology, Information and Internet

Referrals increase your chances of interviewing at Wiraa by 2x

Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Get notified about new Quality Assurance Analyst jobs in United States.

United States $65,000 - $160,000 3 days ago

United States $95,000 - $140,000 2 weeks ago

United States $121,400 - $142,800 2 weeks ago

United States
$132,000.00
-
$198,000.00
2 weeks ago

Quality Assurance (QA) Analyst(Time and Leave)

QA Manual Engineer - (Remote - Anywhere)

Direct Client - Quality Assurance Specialist

United States
$65,000.00
-
$85,000.00
1 week ago

United States $105,000 - $120,000 1 week ago

San Francisco Bay Area $60,000 - $75,000 4 weeks ago

Quality Assurance Analyst & Trainer - Health and Wellness - REMOTE

California, United States $69,000 - $75,000 3 days ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.