Contact Center Quality Assurance Analyst

QA Analyst

The QA Analyst is responsible for evaluating customer interactions to ensure quality, consistency, and compliance with established standards. This role provides actionable feedback and insights to support agent performance and continuous improvement.

Immersion Consulting delivers high-quality contact center support for commercial financial services clients, with a focus on accuracy, compliance, and customer experience. Our teams operate in a structured, performance-driven environment, supporting both customers and internal stakeholders through efficient, professional service delivery.

All roles are based on site in Mechanicsburg, PA and support operations during standard business hours (typically between 8:00 AM 8:00 PM, Monday through Friday, with assigned shifts).

Key Responsibilities

Quality Monitoring

Review and evaluate customer interactions (calls, chat, email) using standardized scorecards

Ensure evaluations are consistent, objective, and aligned with program standards

Feedback & Coaching Support

Document findings clearly and provide feedback to supervisors and leadership

Support targeted coaching efforts based on quality results

Reporting & Analysis

Track quality trends and identify common performance gaps

Prepare regular reports summarizing quality performance and observations

Calibration & Collaboration

Participate in calibration sessions to ensure scoring consistency

Partner with operations and training teams to support quality improvement efforts

Compliance Awareness

Ensure interactions meet data privacy and regulatory requirements

Maintain accurate and audit-ready evaluation records

Qualifications

Required

Experience in quality assurance, auditing, or contact center performance evaluation

Strong attention to detail and analytical skills

Clear written and verbal communication skills

Preferred

Experience in financial services or regulated environments

Familiarity with call monitoring or QA tools

What Success Looks Like (612 Months)

Delivers consistent, accurate evaluations across all channels

Provides clear, actionable feedback that improves agent performance

Identifies trends that support operational improvements

Growth Opportunities

Senior QA Analyst

Training / Learning & Development

Operational Leadership roles

Immersion Consulting, LLC