QA Analyst

Post Date

May 29, 2025

Location

Richmond,
Virginia

ZIP/Postal Code

23219
US
Aug 05, 2025 Insight Global

Job Type

Contract

Category

QA

Req #

RIC-785400

Pay Rate

$26 - $33 (hourly estimate)

Job Description

Insight Global is seeking a QA Analyst so support a call center. Conduct quality assurance evaluations on customer phone calls, web queries, billing transactions, and connection fee transactions. Perform quality assessments on processed transactions within the Customer Information System (CIS) to ensure compliance with policies and procedures. Analyze trends and quality monitoring data to identify skill gaps and training needs. Assist with onboarding and conduct refresher training for staff, developing coaching materials and feedback based on QA evaluations. Evaluate training effectiveness using metrics such as test scores, error ratios, and employee feedback. Update training documentation and reference materials in line with procedural and policy changes. Serve as a subject matter expert (SME) for internal systems and processes, including phone systems (e.g., Cisco ), IVR, and other customer service tools. Collaborate with other Business Division workgroups to validate and improve customer service processes. Identify and promote best practices to support continuous improvement and consistent quality results. Pay rate up to $33hr.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form. The EEOC "Know Your Rights" Poster is available here.

To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .

Required Skills & Experience

Minimum of 5 years of operational experience, preferably within a call center or high-volume customer service environment.
At least 3 years of experience performing quality assessments and delivering structured performance feedback.
Over 5 years of telephony experience, with preference for familiarity with Cisco, Webex, and Calabrio Quality Monitoring.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.