Analyst, Quality Assurance

OUR VALUES

At Ezee Fiber, our value lies in delivering Speed, Simplicity, and Service in everything we do. We empower our employees to move fast, work smart, and serve customers with excellence. Whether in the field, in the office, or behind the scenes, every team member plays a vital role in helping us provide fast, reliable, and straightforward connectivity solutions to the communities we serve.

We are committed to building a culture of accountability, innovation, and customer focus—where everyone contributes to making Ezee Fiber the easiest and most trusted fiber provider in the industry.

The Quality Assurance (QA) Analyst is responsible for evaluating the quality and consistency of customer interactions handled by internal customer service representatives in a fiber telecommunications contact center. This role ensures representatives deliver exceptional customer experiences while adhering to company policies, service standards, and regulatory requirements. The QA Analyst partners with supervisors, trainers, and operations leadership to identify coaching opportunities, improve performance, and support continuous process improvement.

• Monitor and evaluate customer interactions, including phone calls, chats, emails, and other communication channels, using established quality standards.
• Conduct accurate and timely quality evaluations while maintaining consistency and objectivity.
• Provide detailed feedback to supervisors and leadership to support agent coaching and performance improvement.
• Identify trends in customer interactions, knowledge gaps, and process opportunities that impact customer satisfaction and operational efficiency.
• Participate in quality calibration sessions to ensure scoring consistency across the Quality Assurance and Operations teams.
• Generate and distribute quality performance reports, scorecards, and trend analyses.
• Partner with Training and Operations to recommend improvements to procedures, knowledge resources, and customer service practices.
• Verify adherence to company policies, compliance requirements, and established call handling procedures.
• Assist in root cause analysis of recurring customer issues, escalations, and service failures.
• Maintain accurate documentation of evaluations, coaching recommendations, and quality metrics.
• Support special quality initiatives, process audits, and performance improvement projects as assigned.
• Promote a culture of continuous improvement and customer‑focused service excellence.

Education & Experience Requirements: High school diploma or GED required; associate degree preferred. Minimum of 1-2 years of contact center experience, preferably within telecommunications or fiber services.

• Previous Quality Assurance, coaching, or leadership experience preferred.
• Strong understanding of customer service principles and contact center operations.
• Excellent verbal and written communication skills.
• Strong analytical, organizational, and problem‑solving abilities.
• Ability to provide constructive feedback in a professional and supportive manner.
• Proficient in Microsoft Office Suite, including Excel, Word, and PowerPoint.
• Experience using CRM systems, call recording platforms, and quality monitoring software is preferred.

• Knowledge of fiber internet products, customer service processes, and contact center best practices.
• Ability to evaluate customer interactions objectively using established quality standards.
• Strong attention to detail with excellent time management skills.
• Ability to analyze quality data and identify performance trends.
• Effective interpersonal skills with the ability to collaborate across departments.
• Ability to maintain confidentiality and exercise sound judgment.
• Comfortable working in a fast‑paced, metrics‑driven environment.

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