Contact Center Quality Analyst

Summary

Join VetsEZ as a Contact Center Quality Analyst and support a Department of Veterans Affairs (VA) contact center project. This role centers on evaluating customer interactions to ensure quality standards are met and providing feedback for service improvement. You will monitor recorded calls, score agent performance, and document findings. Collaboration with operations and training teams is key to identifying coaching needs. The position requires generating quality reports and staying updated on best practices. This role focuses on quality assurance and does not involve software testing. The candidate must reside within the continental US.

Requirements

• Bachelor’s degree in a related field 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

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

Preferred 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