Temp QA Analyst - Quality Insights and AI Monitoring

Burnett Specialists; El Paso (TX); On-site; USD 50,000 - 62,000; Full time

Job summary

Burnett Specialists in El Paso, TX is seeking a detail-oriented Temporary QA Analyst to support our Customer Quality Management team. You will evaluate customer interactions, identify performance trends, and provide quality insights that support coaching, training, and process improvements.

The assignment runs for approximately 16 months with a potential extension, and requires reviewing calls, cases, and documentation for accuracy and compliance.

Qualifications

• QA experience in a call center is required.
• Associate degree in related field preferred.
• Experience in customer service or related fields preferred.
• Strong analytical, organizational, and communication skills.
• Proficiency with Microsoft Office and service systems.
• Ability to work independently with cross-functional teams.
• Experience with QA programs or AI-assisted monitoring is a plus.
• Experience using Copilot or other AI chatbot services.

Responsibilities

• Evaluate customer interactions using QA standards and scorecards.
• Review calls, cases, and documentation for accuracy, compliance, and customer experience.
• Identify trends, recurring issues, and opportunities for coaching and process improvement.
• Document QA findings and collaborate with supervisors and trainers.
• Participate in quality calibration sessions to ensure scoring consistency.
• Meet productivity goals while helping reduce QA backlogs.
• Assist with validating AI-generated quality monitoring results.
• Escalate compliance or customer-impact concerns as needed.

Skills

Call center QA

Analytical skills

Organizational skills

Communication skills

Attention to detail

Independent work

Education

Associate degree

Tools

Copilot

AI chatbot

Job description

Burnett Specialists in El Paso, TX is seeking a detail-oriented Temporary QA Analyst to support our Customer Quality Management team. You will evaluate customer interactions, identify performance trends, and provide quality insights that support coaching, training, and process improvements.

The assignment runs for approximately 16 months with a potential extension, and requires reviewing calls, cases, and documentation for accuracy and compliance.