Quality Assurance Support Analyst (Remote Opportunity)

VetsEZ; Washington (District of Columbia); Remote; USD 50,000 - 85,000; Full time

Job summary

A leading company is seeking a Quality Assurance Support Analyst to oversee a Department of Veterans Affairs contact center project. The role demands monitoring customer interactions to uphold quality standards, providing feedback, and collaborating with teams to enhance service delivery. Candidates should possess strong analytical skills and familiarity with QA platforms.

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 QA platforms and compliance standards.
• Ability to provide objective, data-driven feedback.

Responsibilities

• Monitor and evaluate recorded customer interactions.
• Document findings and deliver constructive feedback.
• Generate quality reports and trend analyses.

Skills

Analytical skills

Listening skills

Communication skills

Attention to detail

Education

Associate's or Bachelor's degree

Tools

NICE

Verint

Genesys

Calabrio

Microsoft Office

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.
  
  

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.

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