Senior Quality Analyst

Emovis; Orlando (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

Emovis is seeking a Senior Quality Analyst to oversee quality assurance for the SunPass program, monitor calls, audits, and validations, and provide actionable insights to improve performance. The role collaborates with Quality, Operations, and leadership to drive consistency, compliance, and service quality across channels.

The Sr QA will review recordings, calibrate scoring, and lead initiatives to close gaps, promote best practices, and support continuous improvement in a fast-paced

Qualifications

• Experience performing QA monitoring, evaluations, audits, and validations against requirements.
• Ability to analyze results and conduct root cause analysis to identify improvement opportunities.
• Collaborate with Quality, Operations, and other stakeholders to drive quality improvements.

Responsibilities

• Serve as a senior resource within the Quality Team, supporting the Quality Manager in program administration and performance management.
• Conduct quality audits and evaluations across calls, chats, correspondence, and back-office functions to support requirements.
• Monitor quality team performance, quotas, scoring variance, and action corrective actions as needed.
• Administer and troubleshoot the CallMiner QM System including access, roles, forms, and configuration.
• Own recurring quality reporting and dashboards, ensuring data accuracy and timely delivery.
• Lead calibration sessions to ensure consistent scoring and interpretation of standards.

Skills

Quality assurance

Root cause analysis

Call monitoring

Data analysis

Cross-functional collaboration

Tools

CallMiner

Job description

At Emovis, we offer state-of-the-art toll-based mobility solutions and associated services for urban and interurban environments. As the competence center for Abertis, a worldwide leading concessionaire managing 5000 miles of high-capacity, high-quality motorways, we look to bring the quality and efficiency Abertis demands to public sector transportation agencies. With over 40 years ofexperience and over 700 employees in 10 countries, we are trusted partners to Authorities and Tolling agencies worldwide.

Our vision at Emovis is to partner with transport leaders worldwide to accelerate their business toward seamless, sustainable, and inclusive mobility. We are expanding our footprint in the USA. As a result, we operate call centers, walk-in centers, and welcome centers throughout the United States.

Job Purpose

TheSeniorQuality Analyst (SrQA) reports to the Quality Manager andis responsible forconducting quality assurance monitoring, evaluations, audits, and validations across theSunPassprogram. The QA evaluates customer interactions and operational processes against contractual requirements,establishedpolicies and procedures, and performance standards toidentifyquality and compliance gaps. The role analyzes results and trends, performs root cause analysis, and provides actionable insights and recommendations to support corrective actions, continuous improvement, and overall service quality. The Quality Analyst works collaboratively with Quality, Operations, and other stakeholders to promote consistency, compliance, and achievement of program performanceobjectives.

Overview of Role/Job Purpose

The Senior Quality Analyst (Sr QA) is responsible for the oversight of quality assurance for the program and will be devoted to collaboratively assessing the program’s performance in order to meet key metrics. This is executed by reviewing recorded calls, supporting recurring calibration sessions and data monitoring. The Sr QA is responsible for the quality and effectiveness of their coaching as measured by achievement of the Clients’ key metrics. The Sr QA will take an active role in reviewing and continuously improving all aspects of the quality team. This position may be supported at the contact center and/or virtually as business needs dictate.

Responsibilities

• Serve as a senior resource within the Quality Team, supporting the Quality Manager in quality program administration, performance management, continuous improvement, and special initiatives.
• Perform quality audits and evaluations as needed across calls, chats, correspondence, back-office functions, and other channels to support contractual requirements and operational priorities; review and validate auditor evaluations for accuracy, consistency, and adherence to scoring standards.
• Monitor quality team performance, including audit volume, quota attainment, scoring variance, and other quality measures; maintain audit quota and assignment tracking and identify risks requiring corrective action.
• Serve as the primary administrator and subject matter expert for the CallMiner Quality Management System, including user access, roles, hierarchies, audit forms, scoring categories, configuration, troubleshooting, and system validation.
• Own recurring quality reporting and dashboards, including daily, weekly, and monthly reports, quota tracking, performance summaries, and trend analysis; ensure reporting data and source files are accurate and timely.
• Analyze quality, customer, and operational data to identify trends, performance gaps, and systemic issues; conduct root cause analysis (RCA) and provide actionable insights and recommendations to Quality, Operations, and leadership.
• Lead internal and external calibration sessions to promote consistent scoring and interpretation of quality standards, including preparation of materials, facilitation, resolution of scoring discrepancies, and follow-up on