Contact Center Quality Analyst (Remote Opportunity) 5 days ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. VetsEZ is seeking a Contact Center Quality Analyst to support a Department of Veterans Affairs (VA) contact center project. This role will evaluate customer interactions, ensure adherence to quality standards, and provide actionable feedback to improve service delivery and customer satisfaction. Important: This role focuses on monitoring and evaluating customer service interactions — it does not involve software testing. The candidate must reside within the continental US. Responsibilities Monitor and evaluate recorded customer interactions for compliance with quality standards. Score calls based on communication, professionalism, issue resolution, and process adherence. Document findings and deliver constructive feedback to agents and supervisors. Collaborate with operations and training teams to identify coaching and training needs. Participate in calibration sessions to ensure consistency in scoring and evaluations. Assist in refining QA forms, scorecards, and evaluation processes. Generate quality reports and trend analyses to drive continuous improvement. Stay current on customer service best practices and compliance requirements. Requirements Bachelor’s degree in a related field preferred. 1+ years of QA or contact center experience preferred. Familiarity with QA platforms (e.g., NICE, Verint, Genesys, Calabrio). Strong analytical, listening, and communication skills. Ability to provide objective, data-driven feedback. Proficient in Microsoft Office (Excel, Word, PowerPoint). Knowledge of compliance standards (e.g., HIPAA, PCI) and contact center best practices. Additional Qualifications Experience with VA or other federal agencies Healthcare experience preferred. Experience with SAFe/Agile. Ability to obtain a government clearance. Benefits Medical/Dental/Vision 401k with Employer Match PTO + Federal Holidays Corporate Laptop Training opportunities Remote Opportunity Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. Sorry, we are unable to offer sponsorship at this time Seniority level Seniority level Entry level Employment type Employment type Full-time Job function Job function Quality Assurance Industries IT Services and IT Consulting Referrals increase your chances of interviewing at VetsEZ by 2x Get notified about new Quality Analyst jobs in Washington, DC . Washington, DC $137,000 - $178,000 6 months ago Hyattsville, MD $137,000 - $178,000 6 months ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr Jobleads-US
...As Plant Controller, you will be the financial business partner for our Jackson Center, OH, location. You are the steward of the operations financial well-being. You perform key accounting activities and ensure the sites business transactions are fast, accurate, and...
...bindery machine devices, such as knives, guides, rollers, rounding forms, creasing rams, or clamps, to accommodate sheets, signatures, or books of specified sizes. Trim edges of books to size, using cutting machines, book trimming machines, or hand cutters. Stitch or...
...speed and intensity, and consistently deliver incredible value to our customers. Whats the Opportunity? Were seeking a Senior SEO Manager to join our Performance Marketing organization and play a pivotal role in accelerating Intercoms growth. As the owner of the...
...Chief Financial Officer (CFO) Affordable Housing & LIHTC Sector Location Greater Los Angeles Area (To be considered for this... ...acquisitions, dispositions, and refinancing. Financial and Tax Planning and Analysis Oversee budgeting, forecasting, and financial...
...re supporting a confidential architecture firm in hiring a Healthcare Project Manager to lead hospital, clinic, and medical facility projects from... ...on experience and licensureHybrid (2-3 days onsite) with remote eligibilityMedical, dental, vision insurance401(k) with...