Quality Assurance Analyst

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CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

Job Description

We are looking for a Quality Assurance Analyst to evaluate operational performance, monitor compliance with quality standards, analyze performance trends, and support continuous improvement initiatives across the Sun Pass program. This position will be full-time and onsite in Boca Raton, FL.
Schedule: Monday through Friday, 40 hours scheduled between 7:00 AM and 6:00 PM

What You'll Do

• Monitor, evaluate, and report on employee performance to ensure consistent service delivery and high levels of customer satisfaction

• Utilize established quality monitoring tools and tracking systems to record, analyze, and communicate quality assurance results

• Perform detailed evaluations of Sun Pass business processes and customer interactions to ensure compliance with policies, procedures, and quality standards

• Analyze operational performance data and provide feedback focused on continuous improvement and achievement of key performance indicators

• Participate in calibration sessions to ensure consistency and accuracy across quality evaluations

• Participate in testing activities related to new features, process enhancements, and system changes

• Identify performance trends, quality concerns, and opportunities for operational improvement

• Prepare and maintain quality assurance reports, metrics, and supporting documentation

• Collaborate with management and operational teams to improve service quality and customer experience

• Support special projects and perform additional duties as assigned

What You'll Need

Required:

• Strong analytical, problem-solving, and critical thinking skills

• Customer-focused mindset with the ability to identify behavioral, procedural, and performance-related issues

• Strong active listening skills and exceptional attention to detail

• Ability to analyze and interpret data using reporting and business software tools

• Strong organizational and time-management skills

• Proficiency with Microsoft Excel, Word, Teams, and other Microsoft Office applications

• Excellent written and verbal communication skills

• Ability to manage multiple priorities and work effectively under pressure

• Ability to work independently while collaborating effectively within a team environment

• General computer proficiency and experience navigating multiple systems simultaneously

• Experience evaluating performance metrics and quality standards

Preferred:

• Experience in Quality Assurance, auditing, or compliance-related roles

• Knowledge of internal business systems and operational processes

• Experience performing quality reviews, monitoring service performance, and supporting process improvement initiatives

• Experience developing quality reports and analyzing performance trends

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations or (888) 824 – 8111.

EEO Statement

It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements.

This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall,…