Temporary QA Analyst - Call Center Quality & AI Monitoring

Burnett Specialists Staffing | Recruiting; El Paso (TX); Sur place; USD 33 000 - 41 000; Plein temps

Résumé du poste

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

The assignment is approximately 16 months with potential extension. Schedule is Monday–Friday, 40 hours weekly, with pay between $24 and $30 per hour.

Qualifications

• QA experience in a call center.
• Associate's degree in Business, Information Technology, or a related field preferred. An equivalent combination of education and relevant experience will be considered
• Experience in customer service, contact center operations, quality assurance, utilities, billing, collections, or a related field preferred.
• Strong analytical, organizational, and communication skills.
• Excellent attention to detail and ability to apply standards consistently.
• Proficiency with Microsoft Office and customer service systems.
• Ability to work independently while collaborating with cross-functional teams.
• Experience with QA programs, coaching, or AI-assisted quality monitoring is a plus.
• Experience using Copilot or other AI chatbot services.

Responsabilités

• Evaluate customer interactions using established 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.

Connaissances

QA in call center

Analytical thinking

Communication skills

Formation

Associate's degree in Business/IT or related field

Outils

Microsoft Office

Description du poste

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

The assignment is approximately 16 months with potential extension. Schedule is Monday–Friday, 40 hours weekly, with pay between $24 and $30 per hour.