Quality Assurance Analyst

Quality Assurance AnalystCAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.Job SummaryWe are looking for a motivated Quality Assurance Analyst ready to take us to the next level! If you have [2-3 primary required skills] and are looking for your next career move, apply now.Job DescriptionWe are looking for a Quality Assurance Analyst to evaluate operational performance, monitor compliance with quality standards, analyze performance trends, and support continuous improvement initiatives across the SunPass program. This position will be full-time and onsite in Boca Raton, FL. Schedule: Monday through Friday, 40 hours scheduled between 7:00 AM and 6:00 PM.What You'll DoMonitor, evaluate, and report on employee performance to ensure consistent service delivery and high levels of customer satisfactionUtilize established quality monitoring tools and tracking systems to record, analyze, and communicate quality assurance resultsPerform detailed evaluations of SunPass business processes and customer interactions to ensure compliance with policies, procedures, and quality standardsAnalyze operational performance data and provide feedback focused on continuous improvement and achievement of key performance indicatorsParticipate in calibration sessions to ensure consistency and accuracy across quality evaluationsParticipate in testing activities related to new features, process enhancements, and system changesIdentify performance trends, quality concerns, and opportunities for operational improvementPrepare and maintain quality assurance reports, metrics, and supporting documentationCollaborate with management and operational teams to improve service quality and customer experienceSupport special projects and perform additional duties as assignedWhat You'll NeedRequired:Strong analytical, problem-solving, and critical thinking skillsCustomer-focused mindset with the ability to identify behavioral, procedural, and performance-related issuesStrong active listening skills and exceptional attention to detailAbility to analyze and interpret data using reporting and business software toolsStrong organizational and time-management skillsProficiency with Microsoft Excel, Word, Teams, and other Microsoft Office applicationsExcellent written and verbal communication skillsAbility to manage multiple priorities and work effectively under pressureAbility to work independently while collaborating effectively within a team environmentGeneral computer proficiency and experience navigating multiple systems simultaneouslyExperience evaluating performance metrics and quality standardsPreferred:Experience in Quality Assurance, auditing, or compliance-related rolesKnowledge of internal business systems and operational processesExperience performing quality reviews, monitoring service performance, and supporting process improvement initiativesExperience developing quality reports and analyzing performance trendsPhysical DemandsAbility to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standardsSedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etcAbility to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitorReasonable Accommodation StatementIf you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to View email address on click.appcast.io or View phone number on click.appcast.io.EEO StatementIt is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.$23.99 per hourThe pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.