Overview
Quality Assurance Analyst Jobs in United States at RemoteHunter
Title: Quality Assurance Analyst
Company: RemoteHunter
Location: United States
1. About Our Client:
The organization operates in the managed service provider (MSP) sector, delivering service operations that require consistent quality assurance. It addresses challenges in maintaining service standards, accurate ticket documentation, and effective client communication. The organization focuses on improving service delivery through detailed quality assessments and continuous process enhancements across multiple client engagements.
2. About the Opportunity:
The Quality Assurance Analyst ensures consistent service quality by evaluating completed service tickets and customer interactions. This role identifies quality gaps, supports coaching efforts, and collaborates with Service Delivery leadership to enhance service consistency and accuracy. The position contributes to improving documentation standards and customer experience, playing a key role in sustaining operational excellence.
3. Responsibilities:
• Conduct quality assurance reviews of closed service tickets for accuracy, documentation completeness, and adherence to standards
• Review recorded phone calls and customer interactions for professionalism, communication quality, and resolution effectiveness
• Identify recurring quality issues, documentation gaps, and process breakdowns across teams and clients
• Provide actionable QA feedback to Service Delivery Managers to support coaching and corrective actions
• Collaborate with Service Delivery and Operations leadership to improve service consistency and reduce repeat issues
• Contribute to developing and refining QA standards, scorecards, and review criteria
• Assist in creating and updating SOPs related to ticket quality, documentation, and client communication
• Prepare and present QA findings, trends, and recommendations during service reviews and operational meetings
• Stay current with service delivery best practices, customer experience standards, and relevant technology platforms
4. Requirements:
• Associate’s degree and two years of relevant experience, or equivalent education and experience
• 2+ years in a service desk, helpdesk, or MSP environment
• Experience with ticket or call quality reviews preferred
• Familiarity with ConnectWise ticketing systems
• Strong attention to detail and analytical skills
• Excellent written and verbal communication
• Ability to deliver objective, constructive feedback
• Ability to work independently and manage multiple priorities
• Experience with QA frameworks or call monitoring tools
• Understanding of MSP service agreements and work role structures
• Proficiency in Excel or BI tools for reporting
• Strong problem-solving skills focused on high-quality service solutions
• Extensive knowledge of MS technology, client platforms, and business collaboration tools
• Preferred certifications include Microsoft MTA, CompTIA Network+, and/or A+
• Excellent interpersonal communication across organizational levels
• Organized, self-directed, and a collaborative team player
• Commitment to respectful, ethical behavior and organizational values
5. Pay Range and Compensation Package:
• $25.50 – $39.50 hourly
• The pay range listed is based on candidate’s skill level, experience, relevant licenses, and educational background
Equal Opportunity Statement:
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.
