Quality Assurance Analyst

Education At Work (E@W) enables students from traditionally underserved communities to secure a high-quality post-graduation job through evidence informed work-based learning programs. E@W aims to equip students with the high-value skills and experiences sought in the professional world by offering meaningful work opportunities. 

If you love the pursuit of excellence and are inspired by empowering a student-centered culture to fulfill the E@W mission, we invite you to learn more. We offer unique opportunities to work on rewarding projects in an environment that appreciates diversity, focuses on talent development, and recognizes and rewards exceptional work.

Job Summary

The Quality Assurance Analyst is responsible for evaluating the performance of staff, processes and tools that deliver outstanding customer experience and exceed client expectations. The role requires adherence to the company’s quality management system and standards. The analyst will join a team that ensures actionable data, compliant use of processes and provides credible recommendations on how to enhance overall performance. This position will be in-person at our office located in Salt Lake City.

Seasonal Position ending 4/30/2025.

• Communicate with operations and training stakeholders by providing critical insights, escalations, data analysis and reporting to meet both internal and client requirements.
• Listen to recorded or live call interactions (inbound or outbound) to assess the student’s adherence to the client’s compliance policies and procedures.
• Evaluate calls to ensure proper call handling, use of workflows and compliant tool usage.
• Analyze product knowledge, problem-solving abilities, communication, and navigational skills demonstrated by the student, and record the findings.
• Conduct coaching and feedback sessions based on evaluation results.
• Identify quality alerts such as trends, compliance or quality defects and other areas of opportunity based on evaluation data.
• Create a root cause analysis to recommend solutions and best practices for improvement.
• Attend or conduct calibration meetings with the internal team and client to ensure consistency and accuracy of the evaluation process.
• Assist the training team in standardizing onboarding processes and up-skill training material.
• Accurate and timely reporting on a rolling basis per guidance from quality leadership.
• Track and maintain quality key metrics, evaluations and coaching records.
• Report quality assurance process changes to stakeholders.
• Regularly review team performance with operations and training leadership.
• Provide email correspondence when needed.
• Audit and Service Level Maintenance:
• Subject to audits for development purposes
• Assist in the maintenance of service levels by providing phone coverage if necessary.

• Bachelor’s or associate degree required.
• At least 1 year of experience in customer service, call center quality assurance and BPO environments.

• Excellent verbal, written, and communication skills.
• Ability to remain unbiased, professional, and consistent in their findings.
• Detailed oriented, possess analytical skills and ability to interpret data.
• Ability to work well in a team environment.
• Attitude and ability to provide exceptional customer service.
• Flexibility to adapt to changing priorities and business practices.
• Intermediate level of knowledge/familiarity with PC hardware and software.
• Advanced Excel proficiency, including the ability to add/edit/remove formula-based rule formatting, manage data validations, and implement other fail safes to ensure reliable analytical output.
• Strong knowledge of customer care processes and techniques

THE AMERICANS WITH DISABILITIES ACT OF 1990 (ADA) PROHIBITS DISCRIMINATION IN COMPENSATION AND EMPLOYMENT OPPORTUNITIES AGAINST QUALIFIED INDIVIDUALS WITH DISABILITIES.  TO DETERMINE WHETHER AN INDIVIDUAL IS QUALIFIED, THE ESSENTIAL FUNCTIONS OF EACH JOB MUST BE IDENTIFIED.  ESSENTIAL FUNCTIONS ARE THOSE THAT ARE INTRINSIC TO THE POSITION, AND THAT THE INDIVIDUAL(S) WHO HOLDS THE JOBS MUST BE ABLE TO PERFORM WITH OR WITHOUT REASONABLE ACCOMMODATION.