Call Center Quality Analyst

Job Title: QA Analyst – Call Center (Long-Term Temporary)

Location: Cumberland, RI (Hybrid – Remote on Mondays and Fridays)
Employment Type: Long-Term Temporary
Compensation: Up to $91,000 annually (BOE)
Benefits: Health Insurance | Paid Time Off

Job Description:
Our client is seeking a Quality Assurance Analyst with a strong background in call center operations. This long-term temporary position features a hybrid schedule, allowing remote work on Mondays and Fridays, and offers a supportive environment focused on continuous improvement and compliance.

Key Responsibilities:

• 
  Monitor and evaluate inbound and outbound calls for quality, compliance, and customer experience standards.
  
• 
  Score calls and deliver actionable feedback to agents and supervisors to drive performance improvements.
  
• 
  Identify trends, gaps, and opportunities for training and process enhancements.
  
• 
  Collaborate with training and operations teams to ensure consistent QA standards.
  
• 
  Maintain detailed documentation and reporting related to QA activities and metrics.
  
• 
  Ensure compliance with company policies and industry regulations.
  

Qualifications:

• 
  Proven experience in a call center QA role, specializing in call monitoring and scoring.
  
• 
  Strong analytical skills and high attention to detail.
  
• 
  Effective written and verbal communication skills.
  
• 
  Ability to provide constructive, actionable feedback.
  
• 
  Experience in the utilities industry or other regulated industry is a strong plus.
  
• 
  Proficiency in QA tools and Microsoft Office Suite.
  

What We Offer:

• 
  Competitive pay up to $91K annually
  
• 
  Hybrid schedule – work remotely on Mondays and Fridays
  
• 
  Health insurance and paid time off available
  
• 
  Opportunity to contribute to high-quality service delivery in a regulated environment
  

 

Ready to apply? Send resume to LHADLEY@HTSS-INC.COM or apply directly through the www.htss-inc.com