Job Description

**Pearl Interactive Network** is seeking a detail-oriented and process-driven **Quality Assurance Analyst** to help monitor, evaluate, and enhance performance across our contact center operations. The **Quality Assurance Analyst (QAA)** is responsible for ensuring the quality of services provided by support staff, including team leaders, supervisors, and customer service representatives (CSRs). This role includes monitoring incoming calls and other work types to assess customer service quality, accuracy of information, and adherence to departmental policies and procedures. The QA Analyst also identifies opportunities for operational improvement, establishes and maintains systems for tracking quality measures, and provides ongoing feedback to ensure continuous improvement in customer experience. **Operating Hours:** 8 am - 8 pm EST Monday-Friday **Technical Equipment and Remote Office Requirements:** 1. Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. No Satellite Connections. **Test your network at speed.cloudflare.com to verify before you apply.** 2. Ethernet cable access. Wi-Fi-only connectivity is prohibited. 3. Private and secure workspace within your home. Away from noise and distractions. 4. Computer equipment, monitor, and headset provided. **Essential Duties and Responsibilities:** + **Quality Monitoring & Oversight:** + Provide daily oversight of quality services delivered by support staff, including team leaders, supervisors, and CSRs. + Monitor incoming calls and other types of work to evaluate the quality of customer service, accuracy of information, and adherence to policies and procedures. + Evaluate operational performance against company standards and customer expectations to identify areas of strength and areas requiring improvement. + Establish and maintain systems for capturing, analyzing, and reporting quality measures related to call handling, customer interactions, and service outcomes. + **Reporting & Analysis:** + Analyze data to assess the effectiveness of customer service operations and identify trends in performance. + Interact with program officials to report on the status of quality performance and recommend improvements where needed. + Work with cross-functional teams, including operational staff and program leaders, to ensure consistent reporting practices and align quality standards. + Collaborate with third-party quality assurance contractors (if elected) to help maintain an effective QA program. + **Process Improvement & Recommendations:** + Provide recommendations on continual process improvements aimed at ensuring positive customer experience and maintaining service excellence. + Identify root causes of quality issues, develop corrective action plans, and work with teams to implement changes. + Participate in quality calibration sessions with stakeholders to ensure alignment of quality criteria and performance expectations. + **Collaboration & Coordination:** + Interface with operational and cross-functional areas for the contractor and DOL program staff to help determine quality needs and ensure alignment with overall objectives. + Serve as a point of contact for quality assurance issues within the program, providing expertise and guidance to teams and stakeholders. **Education and/or Work Experience Requirements:** + Bachelor's degree in Business, Operations Management, or a related field (or equivalent experience). + 3-5 years of experience in quality assurance or a similar role, with a focus on monitoring customer service operations and performance. + Strong analytical skills with the ability to identify performance trends, measure quality, and implement process improvements. + Experience with call monitoring tools and systems for tracking quality metrics and customer satisfaction data. + Excellent communication and interpersonal skills, with the ability to provide feedback and collaborate with cross-functional teams. + Knowledge of quality management systems and best practices for improving operational performance. + Embrace our "One Pearl" Culture. **Physical Requirements:** The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to speak and hear. The employee is frequently required to walk, sit and use hands to manipulate, handle, or feel. The employee is occasionally required to stand and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus. The person in this position frequently communicates with co-workers, peers, management, and clients which may involve delivering presentations in-person and/or remotely. Must be able to access, exchange, communicate and converse accurate information in these situations. Constantly operates a computer, mobile phone and other IT peripherals.  _The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary._ **Background Investigation, Security/EQIP Clearance, Drug Screen and Skills Assessments May Be Required** **_Pearl Interactive Network, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability._**

Job Tags

For contractors, Work experience placement, Work at office, Monday to Friday,

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