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Quality Assurance Analyst @Jobs for Humanity

[Hiring] Quality Assurance Analyst @Jobs for Humanity

Mar 18, 2025 - Jobs for Humanity is hiring a remote Quality Assurance Analyst. 💸 Salary: $46,000 – $63,000. 📍Location: USA.

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Role Description

We are seeking a detail-oriented and analytical Quality Assurance Analyst to join our remote team based in the United States. In this role, you will be responsible for ensuring the quality of our software products through comprehensive testing and analysis.

  • Monitor and evaluate inbound and outbound calls to ensure quality service delivery.
  • Assess agent performance based on key performance indicators (KPIs) such as accuracy, professionalism, empathy, and adherence to company policies.
  • Provide detailed feedback to agents regarding call performance, including areas of strength and improvement.
  • Identify trends and potential issues in call center operations, providing insights and recommendations for continuous improvement.
  • Develop and maintain scoring criteria for evaluations based on customer experience best practices.
  • Provide coaching and training to agents, as necessary, to improve service quality and meet organizational goals.
  • Review and evaluate service in both English and Spanish, ensuring cultural and linguistic appropriateness for each language.
  • Assist in preparing regular reports and summaries of quality performance metrics for leadership.
  • Conduct regular audits of agents' calls to ensure compliance with regulatory and internal standards.
  • Collaborate with team leads and management to ensure alignment of quality goals with business objectives.
  • Handle customer feedback and complaints when necessary to identify areas of improvement in service delivery.

Qualifications

  • Fluency in English and Spanish (both written and verbal) is required to ensure quality assurance for bilingual customer interactions.
  • High school diploma or equivalent (Associate’s or Bachelor’s degree preferred).
  • Previous experience in a call center environment, preferably in a quality assurance role.
  • Knowledge of call center metrics and key performance indicators (KPIs).
  • Strong analytical skills with attention to detail.
  • Excellent communication and interpersonal skills.
  • Ability to work independently as well as part of a team.
  • Proficient in Microsoft Office Suite (Excel, Word, PowerPoint) and call center software (CRM, QA platforms, etc.).
  • Strong problem-solving and decision-making skills.
  • Ability to handle multiple tasks efficiently in a fast-paced environment.

Requirements

  • Previous experience in a bilingual call center environment.
  • Experience with call monitoring software or QA platforms.
  • Familiarity with customer service best practices, including handling complaints and providing solutions.
  • Certification in Quality Assurance or relevant certifications is a plus.

Benefits

  • Medical/Dental/Vision insurance
  • Company-matching 401(k)
  • Employee Stock Purchase Program
  • Tuition Reimbursement
  • Other programs and perks

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Back to Remote jobs  >   QA
Quality Assurance Analyst @Jobs for Humanity
QA
Salary 💸 $46,000 – $63,000
Remote Location
USA
Job Type full-time
Posted Mar 18, 2025
Apply for this position Unlock 52,201 Remote Jobs
️
đź“Ť Be aware of the location restriction for this remote position: USA
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
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