Quality Assurance Analyst

This is a fully remote position, open to applicants in Florida.

📋 Description

• Oversee the performance quality of call center representatives engaging with customers.

• Evaluate associate demeanor, technical accuracy, and overall customer service effectiveness.

• Create, develop, and implement quality processes and procedures for the call center.

• Aid in the enhancement of QA and training materials.

• Engage in call monitoring formats and the design of quality standards.

• Utilize monitoring data to compile and track performance metrics.

• Deliver trend data to the QA Manager and Leadership team.

• Support coaching initiatives for call center agents to elevate call quality.

• Organize calibration sessions to ensure consistency in scoring.

• Conduct audits across various channels (calls, chats, emails).

• Supply actionable data to internal support teams.

• Prepare and analyze quality reports for review by management staff.

• Participate in partner requirements, service levels, and KPI processes.

• Perform other duties as assigned or required.

⛳️ Requirements

• 2-3 years of experience in a call center, including at least 1 year in quality assurance.

• Bachelor’s degree is preferred.

• Strong understanding of the contact center environment, with a focus on Customer Experience (CX) and Quality Assurance.

• Familiarity with call center concepts, practices, and procedures.

• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).

• Must align with company principles and demonstrate an understanding of Hotwire’s White Glove culture.

• Bilingual in Spanish is a plus.

🏝️ Benefits

• Comprehensive Healthcare, Dental, and Vision Plans.

• 401K Retirement Plan with Company Matching.

• Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!).

• Paid Volunteer Time.

• Paid Parental Leave.

• Hotwire Service Discounts for employees residing in properties serviced by Hotwire, including discounted high-speed internet, video service, phone, and security services.

• Employee Referral Bonuses.

• Exclusive Entertainment Discounts and Perks.