As a QA Analyst, you will play a key role in supporting the success of our Hometown Care team by evaluating customer interactions, identifying coaching opportunities, and helping ensure every customer receives accurate, professional, and high-quality support. This role is more than reviewing calls — it is about helping improve customer experience, supporting agent development, and ensuring interactions align with customer care expectations, compliance standards, and business goals. The QA Analyst helps drive consistency, accountability, and continuous improvement across the team.
What You’ll Do
- Monitor and evaluate customer interactions for quality, compliance, accuracy, and customer experience.
- Assess call handling, problem resolution, empathy, ownership, and First Call Resolution.
- Provide actionable feedback and coaching recommendations to improve performance.
- Identify quality trends, process gaps, and repeat contact drivers.
- Partner with leadership to achieve quality and customer care objectives.
- Maintain knowledge of products, services, systems, and quality standards.
- Participate in calibration sessions to ensure consistent evaluations.
- Prepare quality reports, scorecards, and performance insights.
- Ensure adherence to client requirements, compliance standards, and established procedures.
- Promote continuous improvement and service excellence.
- Strong attention to detail and quality standards.
- Effective written and verbal communication skills.
- Ability to deliver constructive feedback and coaching.
- Strong analytical, problem-solving, and trend identification skills.
- Knowledge of customer service and call center best practices.
- Proficiency with multiple systems, reports, and quality tools.
- Ability to manage priorities in a fast-paced environment.
- Professional and collaborative approach.
- Willingness to learn products, processes, and systems.
- Flexibility to support changing business needs.
Preferred Experience
- Previous experience in quality assurance, customer service, call monitoring, coaching, or call center operations.
- Experience reviewing customer interactions for accuracy, compliance, and customer experience.
- Familiarity with call center performance metrics such as quality, accuracy, adherence, First Call Resolution, customer satisfaction, and repeat contacts.
- Experience in creating reports, identifying trends, or sharing performance insights with leadership.
- Prior experience in telecommunications, billing support, technical support, or customer care is a plus.
- High school diploma or equivalent.
- At least 1 year of customer service, call center, QA, coaching, or related experience preferred.
- Strong computer skills, including the ability to navigate multiple systems and document findings accurately.
Work Location: In-person
