Quality Assurance (QA) Analyst- WellTrans

Job Description

Description:

Position Summary:

The Quality Assurance (QA) Analyst supports the overall mission of the WellTrans Call Center by evaluating and improving the quality of customer interactions. This position is responsible for monitoring, scoring, and analyzing agent calls and written communications, providing constructive feedback, and supporting training and quality initiatives that contribute to service excellence. The QA Analyst plays a critical role in identifying trends, maintaining compliance, and helping agents grow in their roles through continuous improvement.

Key Responsibilities:

Call Monitoring & Evaluation

Monitor and review customer interactions across calls, emails, and chats to ensure adherence to quality standards and compliance.

Score interactions based on established criteria including communication effectiveness, resolution quality, professionalism, and compliance.

Document and escalate any concerns related to non-compliance, customer dissatisfaction, or process gaps.

Performance Feedback & Coaching Support

Provide clear, actionable feedback to agents on their performance.

Collaborate with QA leadership to deliver coaching insights to supervisors and training teams.

Track improvements and challenges over time, ensuring agents have support in addressing recurring issues.

Data Review & Trend Analysis

Assist in compiling QA data and analyzing quality trends across teams.

Identify recurring performance patterns or systemic issues and report findings to QA leadership.

Contribute to quality reports with detailed analysis and recommendations.

Survey & Customer Feedback Review

Analyze customer survey responses and relate feedback to agent behavior and service trends.

Collaborate with the QA Manager and supervisors to address customer satisfaction concerns through coaching or process changes.

Support for Training & Development

Contribute to the ongoing development of training materials and QA scoring criteria.

Participate in calibration sessions to ensure consistency and fairness in scoring practices.

Assist in the onboarding and mentorship of QA Cadets or new QA team members, as needed.

Compliance & Best Practices

Stay up to date on internal policies, compliance standards, and customer service expectations.

Ensure all reviews and recommendations are aligned with WellTrans values, policies, and regulatory requirements.Requirements:

Qualifications and Skills:

Previous experience in a Quality Assurance or customer service role within a call center environment.

Familiarity with QA evaluation tools, CRM systems, and call recording platforms.

Strong attention to detail and a high level of accuracy in documentation.

Effective written and verbal communication skills with the ability to provide constructive feedback.

Ability to manage time independently, meet deadlines, and handle multiple priorities.

Commitment to upholding a positive team culture and customer-first approach.

Preferred Qualifications:

Experience analyzing customer feedback and contributing to performance improvement efforts.

Knowledge of HIPAA or other regulatory compliance standards relevant to call center operations.

Exposure to quality scorecard development and call calibration sessions.

Full-time