Seasonal Quality Assurance Analyst
2 weeks ago
EAW is seeking a detail-oriented Quality Assurance Analyst to evaluate the performance of staff, processes, and tools that drive exceptional customer experiences and exceed client expectations. This role is accountable for ensuring compliance with the company's quality management system and standards while delivering actionable insights that support continuous improvement. The analyst will collaborate within a dedicated QA team to provide accurate data analysis, assess adherence to processes, and deliver credible recommendations that enhance overall performance.
This is a seasonal position with an expected end date of April 30, 2026, or sooner depending on the needs of the organization.
Essential Functions
- Support and communicate with operations and training stakeholders by providing critical insight, escalations, data analysis and reporting to meet both internal and client requirements.
- Listen to recorded or live call interactions to assess the student employee's adherence to the client's compliance policies and procedures.
- Evaluate calls to ensure proper call handling, use of workflows and compliant tool usage.
- Analyze product knowledge, problem-solving abilities, communication, and navigational skill set demonstrated by the student and record the findings.
- Conduct coaching and feedback sessions based on evaluation results.
- Identify quality alerts such as trends, compliance or quality defects and other areas of opportunities based on evaluation data; create a root cause analysis to recommend solutions and best practices for improvement.
- Responsible for accurate and timely reporting on a rolling basis; track and maintain key quality metrics, evaluations, and coaching records.
- Calibrate and meet regularly to review team performance with operations and training leadership to ensure consistency and accuracy of the evaluation process.
- Quality analysts are subject to an audit for development purposes and may assist in the maintenance of service levels by providing phone coverage if necessary.
- Bachelor's or associate degree in a business-related field preferred.
- A minimum of 1 to 2 years of quality analyst experience or equivalent combination of education and experience.
- At least 1- 2 years of previous customer service; contact / call center environment experience preferred.
- Excellent verbal, written, and interpersonal communication skills.
- Ability to remain unbiased, professional, and consistent in their findings.
- Detailed oriented, possess analytical skills and ability to interpret data.
- Demonstrated ability to work well in a team environment.
- Attitude and ability to provide exceptional customer service.
- Flexibility to adapt to changing priorities and business practices.
- Intermediate level of knowledge/familiarity with PC hardware and software.
- Intermediate excel proficiency- must be able to add/edit/remove formula-based rule formatting, data validations, and other fail safes to ensure reliable analytical output.
- Strong knowledge of customer care processes and techniques.
$50,000 - $55,000 a year
Exempt
AFFIRMATIVE ACTION PLAN / EQUAL EMPLOYER OPPORTUNITY (AAP/EEO) STATEMENT:
Education at Work (E@W) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, E@W complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. EAW expressly prohibits workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of E@W's employees to perform their job duties may result in discipline up to and including termination of employment.
THE AMERICANS WITH DISABILITIES ACT OF 1990 (ADA) PROHIBITS DISCRIMINATION IN COMPENSATION AND EMPLOYMENT OPPORTUNITIES AGAINST QUALIFIED INDIVIDUALS WITH DISABILITIES. TO DETERMINE WHETHER AN INDIVIDUAL IS QUALIFIED, THE ESSENTIAL FUNCTIONS OF EACH JOB MUST BE IDENTIFIED. ESSENTIAL FUNCTIONS ARE THOSE THAT ARE INTRINSIC TO THE POSITION AND THAT THE INDIVIDUAL(S) WHO HOLDS THE JOBS MUST BE ABLE TO PERFORM WITH OR WITHOUT REASONABLE ACCOMMODATION.
-
Quality Assurance Analyst
2 weeks ago
El Paso, TX, United States TradeJobsWorkforce Full timeAs a Quality Assurance Analyst, you will play a key role in ensuring the quality and efficiency of our products by collaborating closely with our product and engineering teams. Your responsibilities will include: Understanding project objectives and gathering requirements to tailor the testing process. Designing, implementing, and executing manual test...
-
Construction Quality Assurance Analyst
2 days ago
El Paso, TX, United States LMI Consulting, LLC Full timeConstruction Quality Assurance Analyst (CBP)Job Locations US-CA-San Diego | US-AZ-Tucson | US-CA-San Diego | US-TX-El Paso | US-TX-Del Rio | US-TX-Laredo | US-CA-El Centro | US-AZ-YumaJob ID 2025-13109# of Openings 20Category EngineeringBenefit Type Salaried High Fringe/Full-TimeOverviewThis position will serve as a Construction Quality Assurance (QA)...
-
Construction Quality Assurance Analyst
5 days ago
El Paso, TX, United States LMI Consulting, LLC Full timeConstruction Quality Assurance Analyst (CBP)Job Locations US-CA-San Diego | US-AZ-Tucson | US-CA-San Diego | US-TX-El Paso | US-TX-Del Rio | US-TX-Laredo | US-CA-El Centro | US-AZ-YumaJob ID 2025-13109# of Openings 20Category EngineeringBenefit Type Salaried High Fringe/Full-TimeOverviewThis position will serve as a Construction Quality Assurance (QA)...
-
Quality Assurance Manager
1 day ago
El Paso, TX, United States AECOM Full timeJob Description This position involves overseeing plant QA and lab operations as well as assisting the production facility in ensuring programs and procedures are in place and properly followed to maintain the highest level of quality products and services to Stratas Foods customers. Responsibilities: 1. Reports directly to the Director - Quality Assurance...
-
Tech 1, Quality Assurance
1 day ago
El Paso, TX, United States MILLENNIUMSOFT Full timeRoles & Responsibilities Monitor production processing via random QA audits. Conduct quality inspections using appropriate equipment and techniques. Perform statistical analysis on select processes and report findings. Assist with problem-solving, including root cause analysis and corrective actions. Maintain accurate documentation of inspection results....
-
Tech 1, Quality Assurance
4 days ago
El Paso, TX, United States MILLENNIUMSOFT Full timeRoles & Responsibilities Monitor production processing via random QA audits. Conduct quality inspections using appropriate equipment and techniques. Perform statistical analysis on select processes and report findings. Assist with problem-solving, including root cause analysis and corrective actions. Maintain accurate documentation of inspection results....
-
El Paso, TX, United States Thermo Fisher Full timeWork Schedule: Standard (Mon-Fri) Environmental Conditions: Adherence to all Good Manufacturing Practices (GMP) Safety Standards, Office Job Description: Join our team as the Global Director of Quality Assurance for the Data Integrity Program. You will be instrumental in ensuring compliance with regulatory requirements across all Pharmaceutical Services...
-
Fleet Quality Assurance Manager
5 days ago
El Paso, TX, United States ATI Jet Inc Full timePosition Overview Based at Jetvia's headquarters in El Paso, TX, the Manager of Fleet Appearance & Customer Experience will be responsible for overseeing the condition and presentation of the company's fleet, both interior and exterior. This individual will work closely with the maintenance team, interior and paint shops, and operations staff to ensure that...
-
Quality Engineer
5 days ago
El Paso, TX, United States Katalyst Healthcares and Life Sciences Full timeJob Description: This position assists in the establishment, implementation, and maintenance of programs crafted to assure control of processes and products toward established standards of quality. The position uses problem solving techniques to increase quality and efficiency within the Business Unit / Department. Also supports product leadership and risk...
-
Quality Engineer
3 days ago
El Paso, TX, United States Katalyst Healthcares and Life Sciences Full timeJob Description: This position assists in the establishment, implementation, and maintenance of programs crafted to assure control of processes and products toward established standards of quality. The position uses problem solving techniques to increase quality and efficiency within the Business Unit / Department. Also supports product leadership and risk...
