Quality Assurance Analyst - TelcoMedia

Provalus; North Wilkesboro (NC); On-site; USD 48,000 - 72,000; Full time

Job summary

Provalus is seeking a Quality Assurance Analyst to monitor and evaluate customer interactions—calls, chats, emails, and transactions—to ensure adherence to internal quality standards and regulatory requirements. This role drives continuous improvement and enhances customer experience across client engagements.

Responsibilities include audits, timely feedback, trend analysis, root-cause identification, and action-plans.

Qualifications

• High School Diploma or equivalent required; associate or bachelor’s degree preferred.
• Experience in customer service, QA, call center, BPO, or operations preferred.
• Strong attention to detail and ability to identify errors, trends, and process gaps.
• Excellent written and verbal communication skills.
• Professional interpersonal communication and ability to provide constructive feedback.
• Proficiency with Microsoft Office applications.
• Ability to analyze data and present findings clearly.
• Strong organizational and time management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Demonstrated problem-solving and critical-thinking abilities.
• Ability to work independently while collaborating with cross-functional teams.

Responsibilities

• Monitor and evaluate customer interactions for quality, accuracy, compliance, and customer experience standards.
• Audit calls, chats, emails, tickets, and other operational processes.
• Provide timely, actionable feedback to agents and leaders to improve performance.
• Identify quality trends, performance gaps, and recurring issues and root causes.
• Collaborate with leadership to develop and implement corrective action plans.
• Coach and mentor team members to promote continuous learning and improvement.
• Prepare reports, scorecards, and quality insights to support decisions.
• Ensure compliance with client requirements, policies, and regulations.
• Participate in calibration sessions to maintain consistency in evaluations.
• Support quality initiatives that improve customer satisfaction and service delivery outcomes.

Skills

Attention to detail

Quality assurance

Analytical thinking

Data analysis

Excellent communication

Microsoft Office

Education

High School Diploma

Associate or Bachelor’s degree

Job description

Quality Assurance (QA) Analyst

At Provalus, the Quality Assurance (QA) Analyst plays a critical role in ensuring excellence in client service delivery. This position is responsible for monitoring and evaluating customer interactions—including calls, chats, emails, and transaction data—to ensure compliance with internal quality standards, client expectations, and regulatory requirements. The QA Analyst drives continuous improvement, enhanced customer experience, and supports business success through quality-focused performance management.

Key Responsibilities

• Monitor and evaluate customer interactions for quality, accuracy, compliance, and customer experience standards.
• Conduct audits of calls, chats, emails, tickets, and other operational processes.
• Provide timely and actionable feedback to agents and team leaders to improve performance.
• Identify quality trends, performance gaps, and root causes of recurring issues.
• Collaborate with leadership to develop and implement corrective action plans.
• Coach and mentor team members to promote continuous learning and improvement.
• Prepare reports, scorecards, and quality insights to support operational and strategic decision-making.
• Ensure compliance with client requirements, company policies, and applicable regulations.
• Participate in calibration sessions to maintain consistency and accuracy in quality evaluations.
• Support quality initiatives that improve customer satisfaction, operational efficiency, and service delivery outcomes.

Minimum Qualifications

• High School Diploma or equivalent required; associate or bachelor’s degree preferred.
• Previous customer service, quality assurance, call center, BPO, or operations experience preferred.
• Strong attention to detail and ability to identify errors, trends, and process gaps.
• Excellent written and verbal communication skills.
• Professional and effective interpersonal communication skills.
• Strong listening skills and ability to provide constructive feedback.
• Proficiency with Microsoft Office applications.
• Ability to analyze data and present findings in a clear and meaningful manner.
• Strong organizational and time management skills.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Demonstrated problem-solving and critical-thinking abilities.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Commitment to professionalism, confidentiality, and continuous improvement.

Preferred Skills

• Experience conducting quality audits, reviews, or performance evaluations.
• Familiarity with quality scorecards, coaching techniques, and performance management processes.
• Experience in a contact center, technical support, healthcare, or business process outsourcing (BPO) environment.
• Knowledge of compliance standards and customer service best practices.
• Comfortable using reporting tools and analyzing performance metrics.

Job Type: Full Time
Location: In Person