Seasonal Quality Assurance Analyst
2 days 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
About Us
Education at Work provides programs and services to students, employers, education and government partners to facilitate a workforce system that provides opportunity to students, well-prepared early career workers for employers, and is a critical component of creating a workforce system that meets the economic and social requirements to support thriving and prosperous communities. Our mission is to provide students with work-based learning programs that enable students to secure jobs that enable economic mobility.
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.
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