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Call Center Quality Analyst
Call Center Quality AnalystHTSS, Inc. • Providence, RI, US
Call Center Quality Analyst

Call Center Quality Analyst

HTSS, Inc. • Providence, RI, US
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Job Title: QA Analyst – Call Center (Long-Term Temporary)

Location: Cumberland, RI (Hybrid – Remote on Mondays and Fridays)
Employment Type: Long-Term Temporary
Compensation: Up to $91,000 annually (BOE)
Benefits: Health Insurance | Paid Time Off

Job Description:
Our client is seeking a Quality Assurance Analyst with a strong background in call center operations. This long-term temporary position features a hybrid schedule, allowing remote work on Mondays and Fridays, and offers a supportive environment focused on continuous improvement and compliance.

Key Responsibilities:

  • Monitor and evaluate inbound and outbound calls for quality, compliance, and customer experience standards.

  • Score calls and deliver actionable feedback to agents and supervisors to drive performance improvements.

  • Identify trends, gaps, and opportunities for training and process enhancements.

  • Collaborate with training and operations teams to ensure consistent QA standards.

  • Maintain detailed documentation and reporting related to QA activities and metrics.

  • Ensure compliance with company policies and industry regulations.

Qualifications:

  • Proven experience in a call center QA role, specializing in call monitoring and scoring.

  • Strong analytical skills and high attention to detail.

  • Effective written and verbal communication skills.

  • Ability to provide constructive, actionable feedback.

  • Experience in the utilities industry or other regulated industry is a strong plus.

  • Proficiency in QA tools and Microsoft Office Suite.

What We Offer:

  • Competitive pay up to $91K annually

  • Hybrid schedule – work remotely on Mondays and Fridays

  • Health insurance and paid time off available

  • Opportunity to contribute to high-quality service delivery in a regulated environment



Ready to apply? Send resume to LHADLEY@HTSS-INC.COM or apply directly through the www.htss-inc.com
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Call Center Quality Analyst • Providence, RI, US

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