Contact Center Quality Assurance Analyst

Key Responsibilities

• Monitor calls, chats, emails, and transactions to ensure adherence to standards defined in the PWS and QASP.
• Validate the accuracy and completeness of processed enrollment changes, address changes, and other Open Season transactions.
• Track error rates and ensure corrective actions are implemented.
• Support creation of weekly and annual performance reports, including customer satisfaction analysis.
• Work with supervisors and trainers to update procedures based on quality findings.
• Ensure compliance with data security and privacy requirements.
• Absorb and analyze root-cause data to develop recommendations to reduce errors and improve customer experience.

Requirements

• A high school diploma and 1–3 years of contact center or customer service experience.
• Strong communication and problem-solving skills.
• Ability to work in a high-volume, time-sensitive environment.