Overview
Quality Assurance Analyst Jobs in Providence, RI at Motion Recruitment
Title: Quality Assurance Analyst
Company: Motion Recruitment
Location: Providence, RI
We are seeking a Quality Specialist, where you’ll lead customer service quality programs and drive process improvements. This role combines coaching, compliance, and performance analysis to enhance both agent and customer experiences. Ideal for candidates with QA and customer service backgrounds looking to make an impact.
Job Title: Quality Specialist – Customer Service
Job Location- Providence, RI
Job Duration- 7 Months of contractual with the possibilities of extension
Summary:
The Quality Specialist is responsible for managing and enhancing the Customer Service Quality Program. This includes monitoring call quality, coaching practices, ensuring compliance, and driving service improvements. The role supports training, reporting, and program execution to align with company and regulatory standards.
Key Responsibilities:
Lead and manage the Customer Service Quality Program
Collaborate with supervisors and leadership to refine coaching, performance tracking, and service quality
Oversee call monitoring and quality assessments; identify trends and recommend improvements
Coordinate process updates, training materials, and quality resources
Analyze and report on customer satisfaction survey results and compliance with RI PUC regulations
Support operational audits and contribute to strategic planning
Participate in emergency response/storm roles when needed
May be required to work on-site, remotely, or in a hybrid setting
Qualifications:
High school diploma with 3–5 years of experience in quality assurance and customer service; utility experience preferred
Strong knowledge of CS policies, call flow, and performance metrics
Proficient in learning new software and service tools
Skilled in data analysis, reporting, and communication
Preferred:
BA/BS degree
Familiarity with Rhode Island Energy’s electric/gas policies, tariffs, and systems
Experience working in regulated environments
Key Skills:
Strong communication and interpersonal understanding
Ability to influence and tailor messaging to diverse audiences
Team-oriented with problem-solving and facilitation skills
