Quality Assurance Analyst

Hotwire Communications Ltd

Quality Assurance Analyst responsible for monitoring call center associates' performance at Hotwire Communications. Involves assessing service interactions and enhancing quality assurance processes.

Posted 6/2/2026full-timeRemote • Florida • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Monitor the performance quality of call center associates interacting with customers
Assess associate demeanor, technical accuracy, and customer service performance
Develop, create, and implement call center quality processes and procedures
Assist in enhancing QA and training materials
Participate in call monitoring formats and quality standard design
Use monitoring data to compile and track performance
Provide trend data to QA Manager and Leadership team
Assist with coaching call center agents to improve call quality
Coordinate calibration sessions for maintaining scoring consistency
Perform audits across multiple channels (calls, chats, email)
Provide actionable data to internal support groups
Prepare and analyze quality reports for management staff review
Participate in partner requirements, service levels, and KPI processes
Other duties as required or assigned

Requirements

What you’ll need

2-3 years of call center experience with 1 or more years of quality assurance related experience
Bachelor’s degree (preferred)
A strong understanding of the contact center environment and the role CX & Quality Assurance
Working knowledge of Call Center concepts, practices and procedures
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint and Outlook)
Must embrace company principles and demonstrate understanding of Hotwire’s White Glove culture.
Bi-lingual in Spanish a plus

Benefits

Comp & perks

Comprehensive Healthcare/Dental/Vision Plans
401K Retirement Plan with Company Match
Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
Paid Volunteer Time
Paid Parental Leave
Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service
Employee Referral Bonuses
Exclusive Entertainment Discounts/Perks

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

quality assurancecall center processesperformance monitoringdata analysisauditingKPI trackingcall monitoringtraining material developmentcustomer service performance assessmentcalibration sessions

Soft Skills

coachingcommunicationteam collaborationattention to detailproblem-solvinginterpersonal skillsleadershiporganizational skillsadaptabilitycustomer experience understanding