Contact Center Quality Assurance Analyst

QA AnalystThe 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 ResponsibilitiesQuality MonitoringReview and evaluate customer interactions (calls, chat, email) using standardized scorecardsEnsure evaluations are consistent, objective, and aligned with program standardsFeedback & Coaching SupportDocument findings clearly and provide feedback to supervisors and leadershipSupport targeted coaching efforts based on quality resultsReporting & AnalysisTrack quality trends and identify common performance gapsPrepare regular reports summarizing quality performance and observationsCalibration & CollaborationParticipate in calibration sessions to ensure scoring consistencyPartner with operations and training teams to support quality improvement effortsCompliance AwarenessEnsure interactions meet data privacy and regulatory requirementsMaintain accurate and audit-ready evaluation recordsQualificationsRequiredExperience in quality assurance, auditing, or contact center performance evaluationStrong attention to detail and analytical skillsClear written and verbal communication skillsPreferredExperience in financial services or regulated environmentsFamiliarity with call monitoring or QA toolsWhat Success Looks Like (6–12 Months)Delivers consistent, accurate evaluations across all channelsProvides clear, actionable feedback that improves agent performanceIdentifies trends that support operational improvementsGrowth OpportunitiesSenior QA AnalystTraining / Learning & DevelopmentOperational Leadership roles