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 and consistency 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, and operations leadership to identify coaching opportunities, improve performance, and support continuous process improvement.

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 and objectivity.
• Provide detailed feedback to supervisors and leadership to support agent coaching and performance improvement.
• Identify trends in customer interactions, knowledge gaps, and process opportunities that impact customer satisfaction and operational efficiency.
• Participate in quality calibration sessions to ensure scoring consistency across the Quality Assurance and Operations teams.
• Generate and distribute quality performance reports, scorecards, and trend analyses.
• Partner with Training and Operations to recommend improvements to procedures, knowledge resources, 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.
• Maintain accurate documentation of evaluations, coaching recommendations, and quality metrics.
• Support special quality initiatives, process audits, and performance improvement projects as assigned.
• Promote a culture of continuous improvement and customer-focused service excellence.