Contact Center Quality Assurance Analyst

About the role

Full‑time, temporary position. The QA Analyst is responsible for evaluating customer interactions to ensure quality, consistency, and compliance with established standards. This role provides actionable feedback and insights to support agent performance and continuous improvement. Immersion Consulting delivers high‑quality contact‑center support for commercial financial services clients, focusing on accuracy, compliance, and customer experience. Teams operate in a structured, performance‑driven environment, supporting both customers and internal stakeholders through efficient, professional service delivery. All roles are based on‑site in Mechanicsburg, PA.

Responsibilities

• Review and evaluate customer interactions (calls, chat, email) using standardized scorecards.
• Ensure evaluations are consistent, objective, and aligned with program standards.
• Document findings clearly and provide feedback to supervisors and leadership.
• Support targeted coaching efforts based on quality results.
• Track quality trends and identify common performance gaps.
• Prepare regular reports summarizing quality performance and observations.
• Participate in calibration sessions to ensure scoring consistency.
• Partner with operations and training teams to support quality improvement efforts.
• Ensure interactions meet data privacy and regulatory requirements.
• Maintain accurate and audit‑ready evaluation records.

Qualifications

• Required experience in quality assurance, auditing, or contact‑center performance evaluation.
• Strong attention to detail and analytical skills.
• Clear written and verbal communication skills.
• Preferred experience in financial services or regulated environments.
• Familiarity with call monitoring or QA tools.

What Success Looks Like (6–12 Months)

• Delivers consistent, accurate evaluations across all channels.
• Provides clear, actionable feedback that improves agent performance.
• Identifies trends that support operational improvements.

Growth Opportunities

• Senior QA Analyst
• Training / Learning & Development
• Operational Leadership roles

Schedule

Standard business hours, typically between 8:00 AM – 8:00 PM, Monday through Friday, with assigned shifts.