Senior Quality Analyst

About the Company

At Emovis, we offer state-of-the-art toll-based mobility solutions and associated services for urban and interurban environments. As the competence center for Abertis, a worldwide leading concessionaire managing 5000 miles of high-capacity, high-quality motorways, we bring the quality and efficiency Abertis demands to public sector transportation agencies. With over 40 years of experience and over 700 employees in 10 countries, we are trusted partners to Authorities and Tolling agencies worldwide. Our vision is to partner with transport leaders worldwide to accelerate their business toward seamless, sustainable, and inclusive mobility. We are expanding our footprint in the USA and operate call centers, walk-in centers, and welcome centers throughout the United States.

About the Role

The Senior Quality Analyst (Sr QA) reports to the Quality Manager and is responsible for conducting quality assurance monitoring, evaluations, audits, and validations across the SunPass program. The QA evaluates customer interactions and operational processes against contractual requirements, established policies and procedures, and performance standards to identify quality and compliance gaps. The role analyzes results and trends, performs root cause analysis, and provides actionable insights and recommendations to support corrective actions, continuous improvement, and overall service quality. The Quality Analyst works collaboratively with Quality, Operations, and other stakeholders to promote consistency, compliance, and achievement of program performance objectives.

The Quality Assurance Lead (QA Lead) oversees quality assurance for the program and collaboratively assesses performance to meet key metrics. This involves reviewing recorded calls, supporting recurring calibration sessions, and monitoring data. The QA Lead ensures the quality and effectiveness of coaching, as measured by the achievement of the client’s key metrics, and takes an active role in reviewing and continuously improving all aspects of the quality team. This position may be based at the contact center and/or work virtually as business needs dictate.

Responsibilities

• Serve as a senior resource within the Quality Team, supporting the Quality Manager in quality program administration, performance management, continuous improvement, and special initiatives.
• Perform quality audits and evaluations across calls, chats, correspondence, back-office functions, and other channels to support contractual requirements and operational priorities; review and validate auditor evaluations for accuracy, consistency, and adherence to scoring standards.
• Monitor quality team performance, including audit volume, quota attainment, scoring variance, and other quality measures; maintain audit quota and assignment tracking and identify risks requiring corrective action.
• Serve as the primary administrator and subject matter expert for the CallMiner Quality Management System, including user access, roles, hierarchies, audit forms, scoring categories, configuration, troubleshooting, and system validation.
• Own recurring quality reporting and dashboards, including daily, weekly, and monthly reports, quota tracking, performance summaries, and trend analysis; ensure reporting data and source files are accurate and timely.
• Analyze quality, customer, and operational data to identify trends, performance gaps, and systemic issues; conduct root cause analysis (RCA) and provide actionable insights and recommendations to Quality, Operations, and leadership.
• Lead internal and external calibration sessions to promote consistent scoring and interpretation of quality standards, including preparation of materials, facilitation, resolution of scoring discrepancies, and follow-up on action items.
• Deliver quality training and guidelines to new-hire classes, Quality Analysts, auditors, and operational teams; support auditor onboarding and certification as needed.
• Develop, update, and maintain Quality SOPs, job aids, scoring guidelines, and other documentation to align with current business rules, contractual requirements, and operational processes.
• Identify quality, process, and compliance risks and recommend improvements to policies, procedures, audit practices, and quality processes; support compliance with contractual obligations, quality SLAs, and commitments to the Client.
• Collaborate with Quality, Operations, Training, Business Intelligence, and leadership on quality performance, action plans, and improvement initiatives; serve as backup to the Quality Manager and represent the Quality function as assigned.
• Perform other duties as assigned.

Requirements

• High School Diploma or equivalent (GED).
• 1 – 3 years of Quality experience.
• Excellent written and verbal communication skills.
• Strong interpersonal skills.
• Proven ability to coach/motivate a team to performance metrics.
• Ability to facilitate and present content and information to help group(s) achieve objectives and promote shared responsibility for outcome.
• Effective time management and organizational skills.
• Self-motivated.
• Proficient knowledge of Excel and Microsoft Applications.
• Excellent organizational skills and an aptitude for detail.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Maintain composure, attention to detail, and sound judgment in a fast-paced, high-pressure environment.
• Excellent problem-solving/analytical skills.
• Proven ability to express ideas and concepts clearly and concisely.
• Capacity to produce and interpret data with strong technical, analytical, and research skills.
• Ability to handle multiple projects simultaneously and work under stringent deadlines.

Qualifications

• College degree or some college.
• Previous experience as a Quality Analyst, performance coach, or leadership role.
• Proficient knowledge of Excel.

For internal applicants: Only those meeting the following criteria will be considered for this role: perfect attendance, 6 months of experience with the SunPass Program, and not on a Performance Improvement Plan or Corrective Action.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. All requirements are subject to possible modification to reasonably accommodate individuals with physical disabilities.

• Prolonged periods sitting at a desk, typing, and working on a computer using repetitive motions.
• Standing, walking, lifting, carrying, reaching, pushing, and pulling.
• Must be able to lift 15 pounds at a time.

Skills

• Communication: Express ideas and deliver comprehensible messages, structuring them clearly and transparently, while listening actively and being empathetic. Influences and creates an impact on others, showing strong negotiating skills.
• Teamwork: Work with others, adopting collaborative and positive relationships to achieve common goals.
• Change: Accept, embrace, and drive change and innovation while being open to different approaches, ideas, and proposals.
• Results: Meets and/or exceeds goals and objectives by adopting an agile, dynamic, efficient, and cost-oriented approach; eagerness and optimism to achieve the best results.
• Leadership: Build and lead the team toward common results, positioning oneself as a leader and role model for guiding, inspiring, and driving performance and development of team members while fostering a positive environment.
• Strategic Mindset: Anticipate situations in the market while embracing the company’s/department’s strategic vision and mission. Achieve internal and external customer loyalty by utilizing quality and suitable proposed solutions.

Benefits

• PTO (Paid Time Off).
• Medical, Dental, & Vision Insurance.
• Holiday Pay.
• FSA, HSA, 401K plans.

Emovis offers market-competitive salaries, performance-based bonuses, and flexible benefits packages. We provide a flexible work schedule where possible and ensure everyone has a voice in innovation. Learning is built into every role, with mentorship and ownership opportunities. Our culture celebrates and supports diversity, fostering career growth and exploration of new fields.

Pay

The pay range for this role is $25 - $25 USD per hour (Orlando, Florida).