Quality Analyst; Temporary

The Temporary QA Analyst supports Customer Quality Management by completing structured quality reviews, evaluating customer interactions, identifying performance trends, and helping convert quality insights into actionable coaching, training, and process improvement opportunities. This role will help reduce QA monitoring backlogs, improve consistency in quality evaluations, and support the transition toward AI-enabled quality management.

• Conduct quality evaluations of customer interactions across applicable contact channels using approved QA scorecards, standards, and procedures.
• Review calls, cases, notes, account handling, and related documentation to assess accuracy, compliance, customer experience, and adherence to established processes.
• Identify trends, recurring errors, knowledge gaps, and opportunities for coaching, training, process improvement, or SOP clarification.
• Document QA findings clearly, consistently, and objectively to support supervisor coaching and operational follow-up.
• Partner with CQM leadership, Customer Care supervisors, trainers, and subject matter experts to ensure QA insights are translated into meaningful improvement actions.
• Support calibration activities to promote consistency in scoring, interpretation, and application of QA standards.
• Assist with backlog reduction efforts by completing assigned evaluations within established timelines and productivity expectations.
• Help validate emerging AI QA outputs by comparing automated findings against manual review results, when applicable.
• Escalate potential compliance, regulatory, billing, customer impact, or process concerns through appropriate channels.
• Maintain confidentiality and professionalism when reviewing customer, employee, and operational information.

• Experience in customer service, contact center operations, quality assurance, billing, collections, utilities, or a related operational environment preferred.
• Strong attention to detail and ability to apply standards consistently.
• Ability to review customer interactions objectively and document findings in a clear, professional manner.
• Strong analytical, listening, and problem-solving skills.
• Ability to identify themes and trends from individual quality reviews.
• Comfortable using customer information systems, call recording tools, Microsoft Office applications, dashboards, or similar business systems.
• Strong written and verbal communication skills.
• Ability to work independently while also collaborating with supervisors, trainers, and operational teams.
• Demonstrated professionalism, discretion, and ability to handle confidential information.
• Familiarity with Customer Care operations, call center quality programs, QA scorecards, coaching processes, or customer issue resolution. (Preferred)
• Knowledge of utility customer service processes, billing, payment arrangements, collections, outage communication, or regulatory-sensitive customer interactions. (Preferred)
• Experience supporting quality calibration, root cause analysis, performance trend reporting, or process improvement. (Preferred)
• Exposure to AI-assisted quality monitoring, speech analytics, or contact center platforms is a plus. (Preferred)
• Assigned QA evaluations are completed accurately and on time.
• QA findings are documented clearly and consistently.
• Backlog reduction targets are supported.
• Trends and coaching opportunities are identified and communicated effectively.
• Calibration participation improves consistency in scoring and interpretation.
• QA insights contribute to training, SOP updates, process improvement, and AI QA validation.

• $24-$30/hr (DOE)
• Monday – Friday

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