Senior Quality Analyst: Lead Quality & Process Improvement

Abertis Mobility Services; Orlando (FL); On-site; USD 28,000 - 40,000; Full time

Benefits offered by this job

PTO

Medical, Dental, Vision Insurance

Holiday Pay

401K plans

Job summary

Emovis in the United States is seeking a Senior Quality Analyst to lead QA monitoring for the SunPass program. You will review interactions, support calibration sessions, and drive continuous improvement to meet contractual performance standards.

The role involves coaching peers, analyzing data trends, and delivering actionable insights to Quality, Operations, and leadership. Based at the Orlando site with potential virtual support as needed.

Qualifications

• High School Diploma or equivalent (GED).
• 1–3 years of Quality experience.
• Excellent written and verbal communication skills.
• Strong interpersonal skills and ability to coach a team.

Responsibilities

• Perform quality audits across calls, chats, and back-office functions.
• Review auditor evaluations for accuracy and consistency.
• Own recurring quality reporting, dashboards, and trend analysis.
• Lead calibration sessions to align scoring and reduce discrepancies.
• Develop, update Quality SOPs and job aids.

Skills

Quality assurance

Quality audits

Data analysis

Coaching

Call monitoring

Education

College degree

Tools

Excel

Job description

Emovis in the United States is seeking a Senior Quality Analyst to lead QA monitoring for the SunPass program. You will review interactions, support calibration sessions, and drive continuous improvement to meet contractual performance standards.

The role involves coaching peers, analyzing data trends, and delivering actionable insights to Quality, Operations, and leadership. Based at the Orlando site with potential virtual support as needed.