Analyst, Quality Assurance

Job Summary

The Quality Assurance (QA) Analyst is responsible for evaluating the quality and consistency of customer interactions handled by internal customer service representatives in a fiber telecommunications contact center. This role ensures representatives deliver exceptional customer experiences while adhering to company policies, service standards, and regulatory requirements. The QA Analyst partners with supervisors, trainers, and operations leadership to identify coaching opportunities, improve performance, and support continuous process improvement.

Essential Functions

• Monitor and evaluate customer interactions, including phone calls, chats, emails, and other communication channels, using established quality standards.
• Conduct accurate and timely quality evaluations while maintaining consistency and objectivity.
• Provide detailed feedback to supervisors and leadership to support agent coaching and performance improvement.
• Identify trends in customer interactions, knowledge gaps, and process opportunities that impact customer satisfaction and operational efficiency.
• Participate in quality calibration sessions to ensure scoring consistency across the Quality Assurance and Operations teams.
• Generate and distribute quality performance reports, scorecards, and trend analyses.
• Partner with Training and Operations to recommend improvements to procedures, knowledge resources, and customer service practices.
• Verify adherence to company policies, compliance requirements, and established call handling procedures.
• Assist in root cause analysis of recurring customer issues, escalations, and service failures.
• Maintain accurate documentation of evaluations, coaching recommendations, and quality metrics.
• Support special quality initiatives, process audits, and performance improvement projects as assigned.
• Promote a culture of continuous improvement and customer-focused service excellence.

Qualifications

Education & Experience Requirements:

• High school diploma or GED required; associate degree preferred.
• Minimum of 1-2 years of contact center experience, preferably within telecommunications or fiber services.
• Previous Quality Assurance, coaching, or leadership experience preferred.
• Strong understanding of customer service principles and contact center operations.
• Excellent verbal and written communication skills.
• Strong analytical, organizational, and problem-solving abilities.
• Ability to provide constructive feedback in a professional and supportive manner.
• Proficient in Microsoft Office Suite, including Excel, Word, and PowerPoint.
• Experience using CRM systems, call recording platforms, and quality monitoring software is preferred.

Knowledge, Skills, And Abilities

• Knowledge of fiber internet products, customer service processes, and contact center best practices.
• Ability to evaluate customer interactions objectively using established quality standards.
• Strong attention to detail with excellent time management skills.
• Ability to analyze quality data and identify performance trends.
• Effective interpersonal skills with the ability to collaborate across departments.
• Ability to maintain confidentiality and exercise sound judgment.
• Comfortable working in a fast-paced, metrics-driven environment.

Key Performance Indicators (KPIs)

• Quality Evaluation Completion Rate
• Evaluation Accuracy and Consistency
• Calibration Accuracy
• Compliance Scores
• Customer Experience (CX) Quality Scores
• Coaching Recommendation Effectiveness
• Timeliness of Completed Evaluations
• Trend Identification and Reporting
• Process Improvement Participation

Success Factors

Successful candidates demonstrate strong attention to detail, fairness, consistency, and a commitment to improving both the customer experience and employee performance. They are collaborative, analytical, and capable of using quality insights to drive operational excellence while supporting internal customer service representatives in delivering outstanding service to fiber customers.

Physical, Field, Or Environmental Requirements

The physical requirements described here are representative of those that must be met by an associate to successfully perform the essential functions of the job. While performing the duties of the job, the associate is required on a daily basis to analyze and interpret data, communicate, and remain in a stationary position for a significant portion of the workday. The associate must frequently access, input, and retrieve information from computers and other office productivity devices. The associate may occasionally move about the office and attend meetings or events as needed.

Total Rewards

• Competitive compensation package
• Health, Dental, and Vision insurance
• 401(k) with company match
• Paid time off and other generous benefit programs
• Tuition reimbursement

Why Join Us?

At Ezee Fiber, we are committed to fostering a diverse and inclusive environment where innovation thrives. As the Analyst, Quality Assurance, you will play a critical role in shaping strategy, driving insights, and supporting the company's continued growth and success. Join us and help define the future of the telecommunications industry with a team dedicated to excellence and innovation.