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