Quality Assurance Analyst

We are looking for a Quality Assurance Analyst to support the delivery of high-quality customer care services by monitoring, evaluating, and improving customer service performance within a high-volume call center environment. This position will be full-time contract and onsite in Cleveland, Ohio.

What You’ll Do

• Conduct routine and non-routine call monitoring and quality evaluations using established QA tools, scorecards, and testing procedures to ensure adherence to SLAs and client-defined service standards

• Construct, revise, and maintain quality assurance test and evaluation plans aligned with customer service models, call handling protocols, and scripting requirements

• Verify compliance with call handling procedures, warm transfer protocols, documentation standards, and quality benchmarks

• Investigate customer complaints and quality issues through call recordings, ticketing systems, and related documentation

• Replicate, document, and report identified quality issues to appropriate supervisors or teams, and verify corrective actions have been successfully implemented

• Identify recurring or systemic quality issues, perform root cause analysis, and escalate risks to management with supporting data and recommendations

• Assist in the creation, maintenance, and revision of QA standards, testing processes, and quality management systems aligned with industry best practices

• Revise and update standard operating procedures (SOPs), scripts, and evaluation documentation as requirements evolve

• Collect, record, and analyze call monitoring and quality data to maintain accurate records of service performance

• Prepare quality assurance reports for internal review, including scorecard results, trend analysis, and SLA compliance metrics

• Analyze quality data to identify performance trends, training gaps, and opportunities for process improvement

• Partner with supervisors and trainers to support agent development and continuous improvement initiatives

• Participate in calibration sessions to ensure consistent scoring and evaluation practices across the QA function

• Support the development and refinement of call monitoring methods and quality testing processes as programs evolve

What You’ll Need

Required:

• 2+ years of experience in quality assurance, call monitoring, training, or customer service operations within a call center environment

• Demonstrated experience working with Automated Call Distribution (ACD) systems and call recording or quality monitoring platforms

• Strong proficiency in data collection, documentation, reporting, and analysis using standard business tools (e.g., spreadsheets, QA scorecards, dashboards)

• Excellent written and verbal communication skills, with the ability to deliver clear, constructive, and objective feedback

• High attention to detail and ability to manage multiple evaluations and reporting deadlines in a fast-paced, high-volume environment

Preferred:

• Experience in a public sector, education, or government-supported call center environment

• Familiarity with CRM or ticketing platforms such as K12 Insight Onflo (formerly Let’s Talk) or similar systems

• Experience supporting SLA compliance and producing quality or performance metrics for clients or stakeholders

• Prior experience updating SOPs, scripts, training materials, or knowledge base documentation

• Bilingual proficiency in English and Spanish preferred; Arabic or Swahili a plus

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards.

• Sedentary work that involves sitting or remaining stationary most of the time, with occasional movement to attend meetings or conduct onsite evaluations.

• Ability to perform repetitive tasks on a computer using a keyboard, mouse, headset, and monitor.