Provalus is seeking a QA Analyst to support our Tier I Technical Support and Repair team by monitoring customer interactions, evaluating service quality, and identifying opportunities for continuous improvement. In this role, you will review calls and support activities to ensure customer interactions meet quality standards, compliance requirements, and client expectations. The QA Analyst plays a key role in driving service excellence, supporting employee development, and improving the overall customer experience.
The ideal candidate is detail-oriented, analytical, and passionate about helping others succeed. This role requires strong communication skills, sound judgment, and the ability to provide constructive feedback that supports both individual and team performance.
Key Responsibilities
- Monitor and evaluate customer interactions for quality, compliance, accuracy, and customer experience.
- Assess troubleshooting effectiveness, professionalism, and adherence to established procedures.
- Provide actionable feedback and coaching recommendations to improve performance.
- Identify quality trends, process gaps, and recurring customer issues.
- Partner with operations leadership to achieve quality and customer satisfaction goals.
- Participate in calibration sessions to ensure consistent evaluations.
- Prepare quality reports, scorecards, and performance insights.
- Ensure compliance with client requirements, company policies, and quality standards.
- Promote continuous improvement and service excellence across the operation.
- Strong attention to detail and commitment to quality standards.
- Effective written and verbal communication skills.
- Ability to deliver professional, constructive feedback.
- Strong analytical, problem-solving, and trend-identification skills.
- Knowledge of customer service and call center best practices.
- Ability to manage multiple priorities in a fast-paced environment.
- Proficiency with computer systems, reports, and quality evaluation tools.
- Ability to work independently and collaboratively with leaders and team members.
- Previous call center, customer service, technical support, or quality assurance experience.
- Understanding of quality monitoring, coaching, and performance management practices.
- Experience evaluating customer interactions for accuracy, compliance, and customer experience.
- Familiarity with service desk, technical support, or telecommunications environments.
- Ability to analyze data and identify opportunities to improve customer outcomes.
- Strong working knowledge of Windows-based systems and common business applications.
- High school diploma or equivalent.
- At least 1 year of customer service, call center, coaching, or related experience preferred.
- Strong computer skills, including the ability to navigate multiple systems and document findings accurately.
Work Location: In person
