Quality Assurance Analyst

Position Overview
The QA Specialist will support overall quality performance by conducting evaluations, ensuring compliance, and driving continuous improvement across the Voice Accounts team.
Key Responsibilities
Quality Monitoring & Compliance
• Conduct call/cases monitoring, evaluations, and quality audits to ensure agents meet internal quality standards.
• Ensure strict adherence to compliance requirements, including data privacy and security (HIPAA, GDPR).
• Maintain accurate records of evaluations, findings, and follow‑up actions.
Performance Insights & Reporting
• Review EOD reports, client feedback, and evaluation data to identify trends and improvement areas.
• Prepare and share quality insights with supervisors and internal/Client leadership.
• Provide recommendations to enhance customer experience and operational effectiveness.
Internal Collaboration & Client Support
• Partner with supervisors, trainers, and support teams to imp...