Contact Center Quality Assurance Analyst

Description

The QA Analyst is responsible for evaluating customer interactions to ensure quality, consistency, and compliance with established standards. This role provides actionable feedback and insights to support agent performance and continuous improvement.

Immersion Consulting delivers high-quality contact center support for commercial financial services clients, with a focus on accuracy, compliance, and customer experience. Our teams operate in a structured, performance-driven environment, supporting both customers and internal stakeholders through efficient, professional service delivery.

All roles are based on site in Mechanicsburg, PA and support operations during standard business hours (typically between 8:00 AM – 8:00 PM, Monday through Friday, with assigned shifts). 

Requirements

Key Responsibilities

Quality Monitoring

· Review and evaluate customer interactions (calls, chat, email) using standardized scorecards

· Ensure evaluations are consistent, objective, and aligned with program standards

Feedback & Coaching Support

· Document findings clearly and provide feedback to supervisors and leadership

· Support targeted coaching efforts based on quality results

Reporting & Analysis

· Track quality trends and identify common performance gaps

· Prepare regular reports summarizing quality performance and observations

Calibration & Collaboration

· Participate in calibration sessions to ensure scoring consistency

· Partner with operations and training teams to support quality improvement efforts

Compliance Awareness

· Ensure interactions meet data privacy and regulatory requirements

· Maintain accurate and audit-ready evaluation records

Qualifications

Required

· Experience in quality assurance, auditing, or contact center performance evaluation

· Strong attention to detail and analytical skills

· Clear written and verbal communication skills

Preferred

· Experience in financial services or regulated environments

· Familiarity with call monitoring or QA tools

What Success Looks Like (6–12 Months)

· Delivers consistent, accurate evaluations across all channels

· Provides clear, actionable feedback that improves agent performance

· Identifies trends that support operational improvements

Growth Opportunities

· Senior QA Analyst

· Training / Learning & Development

· Operational Leadership roles