Senior Quality Analyst

Job Purpose

The Senior Quality Analyst (Sr QA) reports to the Quality Manager and is responsible for conducting quality assurance monitoring, evaluations, audits, and validations across the SunPass program. The QA evaluates customer interactions and operational processes against contractual requirements, established policies and procedures, and performance standards to identify quality and compliance gaps. The role analyzes results and trends, performs root cause analysis, and provides actionable insights and recommendations to support corrective actions, continuous improvement, and overall service quality. The Quality Analyst works collaboratively with Quality, Operations, and other stakeholders to promote consistency, compliance, and achievement of program performance objectives.

Overview of Role/Job Purpose:

The Senior Quality Analyst (Sr QA) is responsible for the oversight of quality assurance for the program and will be devoted to collaboratively assessing the program’s performance in order to meet key metrics.  This is executed by reviewing recorded calls, supporting recurring calibration sessions and data monitoring. The Sr QA is responsible for the quality and effectiveness of their coaching as measured by achievement of the Clients’ key metrics. The Sr QA will take an active role in reviewing and continuously improving all aspects of the quality team. This position may be supported at the contact center and/or virtually as business needs dictate.   

Responsibilities  

• Serve as a senior resource within the Quality Team, supporting the Quality Manager in quality program administration, performance management, continuous improvement, and special initiatives.

• Perform quality audits and evaluations as needed across calls, chats, correspondence, back-office functions, and other channels to support contractual requirements and operational priorities; review and validate auditor evaluations for accuracy, consistency, and adherence to scoring standards.

• Monitor quality team performance, including audit volume, quota attainment, scoring variance, and other quality measures; maintain audit quota and assignment tracking and identify risks requiring corrective action.

• Serve as the primary administrator and subject matter expert for the CallMiner Quality Management System, including user access, roles, hierarchies, audit forms, scoring categories, configuration, troubleshooting, and system validation.

• Own recurring quality reporting and dashboards, including daily, weekly, and monthly reports, quota tracking, performance summaries, and trend analysis; ensure reporting data and source files are accurate and timely.

• Analyze quality, customer, and operational data to identify trends, performance gaps, and systemic issues; conduct root cause analysis (RCA) and provide actionable insights and recommendations to Quality, Operations, and leadership.

• Lead internal and external calibration sessions to promote consistent scoring and interpretation of quality standards, including preparation of materials, facilitation, resolution of scoring discrepancies, and follow-up on action items.

• Deliver quality training and guidelines to new-hire classes, Quality Analysts, auditors, and operational teams; support auditor onboarding and certification as needed.

• Develop, update, and maintain Quality SOPs, job aids, scoring guidelines, and other documentation to align with current business rules, contractual requirements, and operational processes.

• Identify quality, process, and compliance risks and recommend improvements to policies, procedures, audit practices, and quality processes; support compliance with contractual obligations, quality SLAs, and commitments to the Client.

• Collaborate with Quality, Operations, Training, Business Intelligence, and leadership on quality performance, action plans, and improvement initiatives; serve as backup to the Quality Manager and represent the Quality function as assigned.

• Perform other duties as assigned.

Educational Requirements

• High School Diploma or equivalent (GED)

• 1 – 3 years of Quality experience 

• Excellent written and verbal communication skills

• Strong interpersonal skills.

• Proven ability to coach/motivate a team to performance metrics

• Ability to facilitate and present content and information to help group(s) achieve objectives and promote shared responsibility for outcome

• Effective time management and organizational skills

• Self-motivated

• Proficient knowledge of Excel and Microsoft Applications

• Excellent organizational skills and an aptitude for detail

• Ability to define problems, collects data, establish facts, and draw valid conclusions

• Maintain composure, attention to detail, and sound judgment in a fast-paced, high-pressure environment

• Excellent problem-solving/analytical skills

• Proven ability to express ideas and concepts, clearly and concise

• Capacity to produce and interpret data with strong technical, analytical and research skills

• Ability to handle multiple projects simultaneously and work under stringent deadlines

For Internal Applicants (Only internal applicants that meet the following criteria will be considered for this role):  

• Perfect attendance 

• 6-Months of experience with the SunPass Program 

• Not on Performance Improvement Plan / Corrective Action

Experience Requirements

• College degree or some college

• Previous experience as a Quality Analyst, performance coach, or leadership role 

• Proficient Knowledge of excel

Travel Requirements

• No travel required.  

Physical Requirements/Demands

All requirements are subject to possible modification to reasonably accommodate individuals with physical disability).

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of their job.

While performing the duties for this job, the employee may be required/subjected to:

• Prolonged periods sitting at a desk, typing and working on a computer using repetitive motions.

• Standing, walking, lifting, carrying, reaching, pushing, and pulling. 

• Must be able to lift 15 pounds at a time.

Competencies

• Communication – Express ideas and deliver comprehensible messages, structuring them in a clear and transparent manner, while listening actively and being empathetic. Influences and creates an impact on others and showing strong negotiating skills.  

• Teamwork – Work with others, adopting collaborative and positive relationships to achieve common goals. 

• Change - Accept, embrace, drive change, innovation while being open to different approaches, ideas and proposals. 

• Results – meets and/or exceed goals and objectives by adopting an agile dynamic, efficient and cost oriented approach, eagerness and optimism to get best results. 

• Leadership – build and lead the team toward common results, positioning oneself as a leader and role model for guiding, inspiring and driving performance and development of team members while spearheading a positive environment. 

• Strategic Mindset – Anticipates situations in the market while embracing the companies/department strategic vision and mission. Achieves internal and external customer loyalty by utilizing quality and suitable proposed solutions.

Why Work with Us

Benefits Package

Emovis offers an excellent benefits package, including:

• PTO (Paid Time Off)

• Medical, Dental, & Vision Insurance

• Holiday Pay

• FSA, HSA, 401K plans

Reward & Recognition

We look after our talented teams, from market-competitive salaries to performance-based bonuses and flexible benefits packages. 

Be Part of Something Big

What's more exciting than being at the forefront of one of the fastest-changing industries? Join our team and make your mark on the new global economy. 

Flexible Work Schedule

Where possible, we'll help you work when you need to, because life happens. 

Everyone Has a Voice

Innovation doesn't know hierarchy. We make sure everyone is heard, considered, and respected. 

Room to Grow

Learning is built into every role here. You'll get mentorship and take ownership. 

Make Your Move

Come for a tech job. Stay for a BD career. We support exploring new fields right under our roof. 

All-Inclusive

Be yourself. That's who we're hiring. Our culture celebrates and supports the difference that makes each of us unique. It's how we build better products for the world...and career growth for you.