Analyst, Quality Assurance

Job Description

Job Description

Overview

At Ezee Fiber, our success is built on delivering Speed, Simplicity, and Service in everything we do. Guided by our core values of Integrity, Compassion, Accountability, and Collaboration , we empower our employees to do the right thing, support one another, take ownership of their work, and work together to deliver exceptional experiences for our customers and the communities we serve.

Responsibilities

The Quality Assurance (QA) Analyst is responsible for evaluating the quality, consistency, and effectiveness of customer interactions handled by internal customer service representatives in a fiber telecommunications contact center.

This role ensures representatives deliver exceptional customer experiences while adhering to company policies, service standards, and regulatory requirements.

The QA Analyst partners with supervisors, trainers, operations leadership, and cross-functional teams to identify coaching opportunities, improve performance, drive operational excellence, and support continuous process improvement. This individual will also leverage Artificial Intelligence (AI) tools and Customer Relationship Management (CRM) platforms to analyze customer interactions, identify trends, improve quality processes, and present actionable trends and insights to the leadership team.

Qualifications

• Monitor and evaluate customer interactions, including phone calls, chats, emails, and other communication channels, using established quality standards.
• Conduct accurate and timely quality evaluations while maintaining consistency, fairness, and objectivity.
• Provide detailed, actionable feedback to supervisors and leadership to support coaching and employee performance improvement.
• Identify trends in customer interactions, knowledge gaps, recurring customer issues, and process opportunities that impact customer satisfaction and operational efficiency.
• Participate in quality calibration sessions with Contact Center and Training Department Management Staff to ensure consistency scoring across the Quality Assurance and Operations teams.
• Generate, analyze, and distribute quality performance reports, scorecards, dashboards, and trend analyses.
• Partner with Training, Operations, Customer Experience, and Leadership to recommend improvements to procedures, knowledge resources, AI prompts, and customer service practices.
• Verify adherence to company policies, compliance requirements, and established call handling procedures.
• Assist in root cause analysis of recurring customer issues, escalations, and service failures. Prepare Weekly and monthly reporting for Leadership.
• Maintain accurate documentation of evaluations, coaching recommendations, quality metrics, and process improvement initiatives.
• Support special quality initiatives, process audits, and continuous improvement projects.
• Promote a culture of continuous improvement, accountability, and customer-focused service excellence.

Artificial Intelligence (AI) & Technology Responsibilities

• Utilize AI-powered tools such as ChatGPT, Claude, Genesys AI, and other conversational AI platforms to improve quality evaluations, summarize customer interactions, identify trends, and enhance operational efficiency.
• Partner with leadership to identify opportunities for AI integration that improve customer experience, quality monitoring, knowledge management, and agent performance.
• Evaluate AI-generated insights and recommendations to ensure accuracy, compliance, and alignment with company standards.
• Assist in developing, testing, and refining AI prompts and workflows that support quality assurance, coaching, reporting, and operational processes.
• Stay informed on emerging AI technologies, contact center innovations, and industry best practices, recommending solutions that improve business outcomes.
• Demonstrate sound judgment when leveraging AI by validating outputs and ensuring data privacy, confidentiality, and regulatory compliance.