Quality Assurance Support Analyst (Remote Opportunity)

Lensa; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

Lensa is looking for a Quality Assurance Support Analyst to enhance the quality of customer interactions at a Department of Veterans Affairs contact center. The role demands evaluating compliance with quality standards and providing actionable feedback to improve service delivery, requiring strong analytical skills and experience in contact centers.

Benefits

401k with Employer Match

Corporate Laptop

Training opportunities

Qualifications

• 1+ years of QA or contact center experience preferred.
• Strong analytical, listening, and communication skills.
• Ability to provide objective, data-driven feedback.

Responsibilities

• Monitor and evaluate recorded customer interactions.
• Score calls based on communication and professionalism.
• Document findings and deliver constructive feedback.

Skills

Analytical skills

Communication skills

Listening skills

Education

Associate's or Bachelor's degree

Tools

Microsoft Office

QA platforms (e.g., NICE, Verint)

Job description

VetsEZ is seeking a Quality Assurance Support 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.

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:

Associate's or Bachelor's degree 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.

401k with Employer Match

Corporate Laptop

Training opportunities

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

Job Description Job Title: Sr. Cloud Maintenance Engineer Location: 100% Remote Type: Contract Compensation: $65-70/HR Security Clearance: Must be able to obtain a Public Trust clearance Description: ALTA IT Services is seeking a highly skilled Sr. Cloud Maintenance Engineer to support the daily...

Job Description ***Must be a US citizen ONLY to apply for this opportunity -- GC/EAD candidates cannot be submitted at this time*** Sr. AEM Business Analyst/Quality Assurance Analyst 100% Remote position Multi-year contract + rolling extension We have open interview slots remaining for this week...

We're currently looking to add a Configuration Specialist to our team! The successful Configuration Specialist will be relentlessly focused on the integrity and accuracy of our data as it is shared with carriers. When our client's employees need access to their benefits, we ensure they have it! The...

Lead Software Engineer (Profile, MUMPS)(Remote - Eligible) Do you love building and pioneering in the technology space? Do you enjoy solving complex business problems in a fast-paced, collaborative, inclusive, and iterative delivery environment? At Capital One, you'll be part of a big group of...

Position Description Serco is excited to continue our support to the F-35 Joint Strike Fighter Program Office (JPO). This contract provides program management support in support of the full acquisition lifecycle of the F-35 program, to include development, production, and sustainment. Our...

Sr. Software Engineer - K8s - GPU Orchestration - REMOTE job at Living Talent. San Jose, CA. GPU Orchestration Startup Company size: 30 Remote within North America Compensation: Base Salary 250k + Equity Key Responsibilities Lead Design, Architecture & Development of K8s-based cloud infrastructure....

Senior Software Engineer, Systematics (Remote-Eligible) We are looking for a Senior Software Engineer (Mainframe, Systematics) to join and lead our team. We have engineers that have systems, Mainframe, and software engineering backgrounds. The software engineering role within Capital One is...

Senior Software Test Engineer (Java) Role: Senior Software Test Engineer, Java environment Location: 100% Remote Compensation: Depends on Experience > $120K+ + Benefits Job Type: Full Time/Perm Our client is a world leader in globalization services and has a history of developing patented...

FULL JOB DESCRIPTION Emerald Resource Group is the ultimate destination for IT Professionals at every stage of their careers. We are currently assisting a top employer recruit for Oracle Cloud Functional Analyst to join theirdynamic and fast-paced team! Are you ready to challenge yourself with work...

Role: Senior Front-End Engineer Location: 100% REMOTE Compensation: $100K-$130K Job Type: Full Time/Perm Job ID: 7128 General Position Description The Senior Front-end Angularjs Engineer will be working with the existing engineering team to upgrade and maintain our multifaceted SaaS platform. This...

We are seeking a software engineer/developer or ETL/data integration/big data developer with experience in projects emphasizing data processing and storage. This person will be responsible for supporting the data ingestion, transformation, and distribution to end consumers. Candidate will perform...

EPIC COGITO & RADAR Analyst (100% REMOTE/NO C2C) 2 days ago Be among the first 25 applicants Direct message the job poster from Amerit Consulting Lead Recruiting Specialist at Amerit Consulting Our client, a Medical Center facility under the aegis of a California Public Ivy university and one of...

AWS DevSecOps Engineer - 100% Remote Experience: 7+ years Work Authorization: US Citizenship – Required (Federal client) Location: Remote Length: 12 – 36 Months Rate: D.O.E. Qualifications: We are seeking a skilled Security Assessment Engineer to join our team. The ideal candidate will be...

Position Description Looking for a Applications Systems Analyst opportunity at a place you can make a difference every day? Discover this great opportunity supporting our Naples, Italy location - (100% Remote) . CNIC Regional Offices enable improving operational performance and cost reductions...

Ninja Analytics is looking for a Senior Data Scientist to help lead the development and delivery of high-quality predictive modelling solutions. Successful applicants will serve as recognized subject matter experts in the application of quantitative methods, machine learning algorithms, and...

AI Agent Engineer - Full Remote full time We are seeking an AI Agent Engineer to design, build, and deploy intelligent autonomous agents capable of reasoning, learning, and interacting with digital or physical environments. You will work at the intersection of machine learning, software...

This range is provided by Jobot. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range $150,000.00/yr - $165,000.00/yr Job Details We are currently on the hunt for a dynamic, passionate, and skilled Python Engineer for a great client of...

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative...