<p><strong>Position Title: Customer Service - Quality Assurance Analyst </strong></p><p><strong>Location: Phoenix, AZ – Hybrid</strong></p><p><strong>Duration: 6+ Months</strong></p><p> </p><p><strong>Job Description:</strong> </p><p><strong>Responsibilities</strong></p><ul><li>Call Quality & Listening (50%) Conduct deep-dive call assessments to identify behavioral trends, SOP gaps, and tooling opportunities.</li><li>Data Analysis & Insight Generation (30%) Analyze qualitative and quantitative data to surface actionable insights that drive CX improvements.</li><li>Strategic Recommendations (20%) Translate findings into clear, impactful recommendations for training, operations, and tooling enhancements.</li><li>Cross-Functional Collaboration Partner with QA leadership (140 agents, 6 QAs), training, ops, and tech teams to align on quality goals and execution.</li></ul><p><br></p><p><strong>Minimum Qualifications</strong></p><ul><li>2+ years of experience in customer experience, call center quality, or program/data operations</li><li>Strong analytical mindset with ability to structure subjective feedback into measurable insights</li><li>Intermediate proficiency in Google Sheets (pivot tables, formulas) and Google Slides</li><li>Basic SQL knowledge (preferred)</li><li>Excellent communication and behavioral analysis skills</li><li>Empathetic, curious, and solutions-oriented approach</li><li>Experience with soft skill evaluations or mystery shopper programs is a plus</li><li>Bachelor’s degree preferred but not required</li></ul><p></p>
