Quality Assurance Analyst

Summary

Join Keller Postman as a Quality Assurance (QA) Analyst and develop, implement, and oversee a comprehensive QA program to ensure service quality. Foster a culture of exceptional client service among all employees. Participate in establishing organizational policies and operating procedures for Case Management teams. This is a remote, full-time hourly position offering $25.00-$27.00/hour, a year-end discretionary bonus, and benefits. The role involves monitoring calls, emails, and texts to assess customer service skills and technical accuracy, utilizing data management systems for performance tracking, identifying training needs, and preparing quality reports for management. Continuous learning and adaptation to new solutions and technologies are also expected.

Requirements

• Excellent verbal, written, and interpersonal communication skills
• Exceptional listening and analytical skills
• Knowledge of quality assurance terminology, methods, and tools
• Analytical, problem-solving, and decision-making skills
• Excellent time management skills with a proven ability to meet deadlines
• Ability to multi-task and to work independently or as part of a team
• Intermediate or higher Microsoft Office skills
• 2-3 years call center
• Education equivalent to high school diploma or GED
• Must be able to read, write, and speak fluent English

Responsibilities

• Develop and participate in the design of call monitoring procedures and quality standards
• Consistently monitor inbound and outbound calls, emails, and text messages to assess the demeanor, technical accuracy, and overall customer service skills of multiple teams
• Utilize data management system to compile and track performance at team and individual levels
• Identify training needs and take action to ensure company-wide compliance
• Prepare and analyze quality reports with actionable data for management review
• Pursue continuing education on new solutions, technology, and skills
• Other duties that may be assigned to meet business needs

Preferred Qualifications

Bilingual is preferred but not required

Benefits

• Hourly compensation, depending on experience, between $25.00/hour to $27.00/hour
• Year-end discretionary bonus