Quality Assurance Support Analyst (Remote Opportunity)

Veterans EZ Info Inc; Falls Church (VA); Remote; USD 50,000 - 70,000; Full time

Job summary

A leading company is seeking a Contact Center Quality Analyst to join their team supporting a Department of Veterans Affairs project. The successful candidate will monitor customer interactions to ensure quality standards are met and provide actionable feedback to enhance service. This remote opportunity offers competitive benefits, including medical insurance and a 401k plan.

Benefits

Medical/Dental/Vision

401k with Employer Match

PTO + Federal Holidays

Corporate Laptop

Training opportunities

Qualifications

• 1+ years of QA or contact center experience preferred.
• Familiarity with compliance standards (HIPAA, PCI).
• Experience with VA or federal agencies is a plus.

Responsibilities

• Monitor and evaluate recorded interactions for compliance.
• Score calls based on various criteria.
• Document findings and provide feedback.

Skills

Analytical skills

Communication skills

Listening skills

Data-driven feedback

Education

Bachelor’s degree in a related field

Tools

NICE

Verint

Genesys

Calabrio

Microsoft Office

Job description

VetsEZ is seeking a Contact Center Quality Analyst to support a Department of Veterans Affairs (VA) contact center project. This role will evaluate customer interactions, ensure adherence to quality standards, and provide actionable feedback to improve service delivery and customer satisfaction.

Important: This role focuses on monitoring and evaluating customer service interactions — it does not involve software testing.

The candidate must reside within the continental US.

Responsibilities:

• Monitor and evaluate recorded customer interactions for compliance with quality standards.
• Score calls based on communication, professionalism, issue resolution, and process adherence.
• Document findings and deliver constructive feedback to agents and supervisors.
• Collaborate with operations and training teams to identify coaching and training needs.
• Participate in calibration sessions to ensure consistency in scoring and evaluations.
• Assist in refining QA forms, scorecards, and evaluation processes.
• Generate quality reports and trend analyses to drive continuous improvement.
• Stay current on customer service best practices and compliance requirements.

Requirements:

• Bachelor’s degree in a related field preferred.
• 1+ years of QA or contact center experience preferred.
• Familiarity with QA platforms (e.g., NICE, Verint, Genesys, Calabrio).
• Strong analytical, listening, and communication skills.
• Ability to provide objective, data-driven feedback.
• Proficient in Microsoft Office (Excel, Word, PowerPoint).
• Knowledge of compliance standards (e.g., HIPAA, PCI) and contact center best practices.

Additional Qualifications:

• Experience with VA or other federal agencies
• Healthcare experience preferred.
• Experience with SAFe/Agile.
• Ability to obtain a government clearance.

Benefits:

• Medical/Dental/Vision
• 401k with Employer Match
• PTO + Federal Holidays
• Corporate Laptop
• Training opportunities
• Remote Opportunity

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.

Sorry, we are unable to offer sponsorship at this time