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.
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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.