Overview
QA Analyst – Remote Jobs in United States at Sundayy
Title: QA Analyst – Remote
Company: Sundayy
Location: United States
About The Company
Hotwire Communications is a leading provider of high-quality internet, television, and security services, dedicated to delivering exceptional connectivity solutions to residential and commercial clients. Our company prides itself on innovative technology, customer-centric approach, and a commitment to excellence. With a strong focus on service quality and customer satisfaction, Hotwire Communications has established itself as a trusted name in the telecommunications industry. We foster a dynamic and inclusive work environment that encourages growth, collaboration, and continuous improvement, ensuring our team members are equipped to meet the evolving needs of our customers and the industry at large.
About The Role
The Quality Assurance Analyst (QA) at Hotwire Communications plays a vital role in maintaining and enhancing the quality of our customer interactions across multiple channels. This individual is responsible for monitoring the performance of our call center associates who handle inbound and outbound calls, chats, and emails with existing and potential customers. The QA Analyst assesses associates' demeanor, technical accuracy, customer service delivery, and adherence to company policies and procedures. Additionally, the role involves developing, implementing, and refining call center quality processes and procedures to ensure service excellence. The QA Analyst collaborates with leadership and support teams to analyze performance data, identify areas for improvement, and recommend training or process enhancements to elevate the overall customer experience and uphold Hotwire’s White Glove service standards.
Qualifications
- 2-3 years of call center experience, including at least 1 year in quality assurance roles
- Bachelor’s degree (preferred)
- Strong understanding of contact center operations and customer experience (CX) principles
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Knowledge of call center practices, procedures, and quality monitoring tools
- Excellent analytical and reporting skills
- Ability to provide constructive coaching and feedback to team members
- Bi-lingual in Spanish is a plus
- Demonstrates alignment with Hotwire’s White Glove culture and principles
Responsibilities
- Design and develop call monitoring formats and establish quality standards aligned with company goals
- Utilize quality monitoring data management systems to track and analyze team and individual performance metrics
- Conduct call, chat, and email audits to evaluate customer interactions for compliance, accuracy, and service quality
- Generate and present trend analysis and performance reports to the QA Manager and leadership team
- Provide coaching and feedback to call center associates to foster continuous improvement and enhance customer experience
- Coordinate and facilitate calibration sessions with call center leadership to ensure consistency and objectivity in quality assessments
- Assist in developing and updating training materials and quality processes based on audit findings and industry best practices
- Collaborate with internal teams to support recurring partner requirements, service level agreements, and KPI tracking
- Participate in meetings and initiatives related to change management, reporting, and quality assurance processes
- Perform other duties as assigned to support the overall quality and performance objectives of the call center
Benefits
- Comprehensive healthcare, dental, and vision plans
- 401K retirement plan with company match
- Paid vacation, sick leave, and additional holidays, including your birthday
- Paid volunteer time to support community engagement
- Paid parental leave to support work-life balance
- Hotwire service discounts for employees residing on properties serviced by Hotwire, including internet, video, phone, and security services
- Employee referral bonuses to encourage talent acquisition
- Exclusive entertainment discounts and perks for employees
Equal Opportunity
Hotwire Communications is an equal employment opportunity employer. We are committed to fostering a diverse and inclusive workplace and prohibit discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. All employment decisions are made based on qualifications, merit, and business needs.
