Quality Assurance Support Analyst

Job Description

100% Remote

About the Role

We are looking for a Quality Assurance (QA) Support Analyst to join our contact center team. In this role, you will monitor and evaluate recorded customer interactions to assess quality, ensure compliance with service standards, and identify coaching opportunities. Your insights will directly support the improvement of customer service delivery and agent performance.

Key Responsibilities

Review and score recorded customer interactions using established quality standards and evaluation criteria.

Evaluate communication, adherence to procedures, professionalism, and issue resolution.

Document findings and provide clear, actionable feedback to agents and supervisors.

Collaborate with training and operations teams to support coaching and development initiatives.

Participate in regular calibration sessions to ensure consistency and scoring alignment.

Contribute to the development and improvement of QA scorecards and monitoring processes.

Generate reports on quality performance, agent trends, and service gaps.

Stay informed on product updates, customer service best practices, and compliance standards.

Qualifications

High school diploma or equivalent required; associate’s or bachelor’s degree preferred.

1+ years of experience in a contact center, preferably in QA or monitoring.

Experience with QA tools (e.g., NICE, Verint, Genesys, Calabrio) and call recording systems.

Knowledge of contact center operations and compliance standards (e.g., PCI, HIPAA).

Strong listening skills, attention to detail, and analytical thinking.

Ability to deliver objective and constructive feedback.

Excellent written and verbal communication skills.

Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).

Ability to work independently and manage priorities in a fast-paced environment.

Experience in healthcare environments is a plus.

Strong business acumen and customer-centric mindset.Company Description

Founded in 2008, MKS2 Technologies is a technology business providing services to the Federal Government and commercial clients. At MKS2 Technologies, we help our clients define their Mission, we use existing and new domain Knowledge, we formulate new client Strategies, and then we implement Solutions.

Full-time

Fully remote