QA Analyst
Pay Rate: $24.00 - $30.00 per hour
Schedule: Monday through Friday
Hours: 40 hours per week
Assignment Duration: Approximately 16 months, with the potential for extension Position Summary
We're seeking a detail-oriented Temporary QA Analyst to support our Customer Quality Management team. This role is responsible for evaluating customer interactions, identifying performance trends, and providing quality insights that support coaching, training, and process improvements. Responsibilities
- Evaluate customer interactions using established QA standards and scorecards.
- Review calls, cases, and documentation for accuracy, compliance, and customer experience.
- Identify trends, recurring issues, and opportunities for coaching and process improvement.
- Document QA findings and collaborate with supervisors and trainers.
- Participate in quality calibration sessions to ensure scoring consistency.
- Meet productivity goals while helping reduce QA backlogs.
- Assist with validating AI-generated quality monitoring results.
- Escalate compliance or customer-impact concerns as needed.
Qualifications:
- QA experinece in a call center.
- Associate’s degree in Business, Information Technology, or a related field preferred. An equivalent combination of education and relevant experience will be considered
- Experience in customer service, contact center operations, quality assurance, utilities, billing, collections, or a related field preferred.
- Strong analytical, organizational, and communication skills.
- Excellent attention to detail and ability to apply standards consistently.
- Proficiency with Microsoft Office and customer service systems.
- Ability to work independently while collaborating with cross-functional teams.
- Experience with QA programs, coaching, or AI-assisted quality monitoring is a plus.
- Experience using Copilot or other AI chatbot services.
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About Burnett Specialists
Burnett Specialists is a top-ranked, 100% employee-owned recruiting firm with over 50 years of expertise in connecting top talent with exceptional companies. Headquartered in Texas, we specialize in placing professionals in Accounting, IT, HR, Marketing, Engineering, Sales, Legal, Supply Chain, and Administrative roles across major cities, including Houston, Austin, Dallas, San Antonio, and El Paso.
With a proven track record of responsiveness, cost savings, and full-spectrum staffing solutions — from temporary and temp-to-hire to payrolling and direct hire placements — we are committed to exceeding expectations and delivering unparalleled results.
As a Woman-Owned Business Enterprise (WBE), we take pride in building long-term relationships with our clients and candidates while fostering integrity, professionalism, and community involvement.
Visit us at: www.burnettspecialists.com
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