Quality Assurance Analyst

Integrity

Quality Assurance Analyst monitoring insurance contact-center calls for Integrity. Evaluating compliance, grading agent performance, and tracking results using Five9 Virtual Observer.

Posted 8/17/2026full-time🇺🇸 United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in call monitoring and analysis using Five9 Virtual Observer, ensuring adherence to compliance standards and effective performance tracking. Strong analytical communication skills and a commitment to customer service excellence are essential for success in a call center environment.

Highest-signal resume keywords

Call MonitoringFive9 Virtual ObserverCall Center ExperienceAnalytical Communication SkillsCustomer Service Excellence

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills

Call AnalysisPerformance GradingCompliance AdherenceData ReportingMicrosoft Excel

Soft Skills

Interpersonal SkillsTime ManagementMultitaskingAdaptabilityTeamwork

Tools & Technologies

Five9 Virtual ObserverGoogle PlatformsComputer TechnologiesInternet Technologies

Industry Keywords

MedicareInsurance IndustryCall Center Guidelines

About the role

Key responsibilities & impact

Perform call monitoring and provide accurate analysis of calls using standardized analysis methods through Five9 Virtual Observer evaluation software and client call platforms/databases
Analyze calls for adherence and compliance with call center/vendor guidelines
Grade and report on agent performance efficiently and accurately
Use Five9 Virtual Observer quality monitoring to compile and track performance
Work effectively and cooperatively with the QA team to achieve team goals
Perform other duties as assigned to support the needs of the team

Requirements

What you’ll need

Bachelor’s degree in related field or equivalent experience
0–2 years of related experience
Call Center experience preferred, preferably in the Medicare or insurance industry
Consistent adherence to attendance requirements and demonstrated reliability
Outstanding written, interpersonal, and analytical communication skills, including exceptional listening abilities
Strong time management, multitasking skills, and adaptability in a dynamic work environment
Proficient in Microsoft Excel, Google platforms, and general computer and internet technologies
Proven commitment to customer service excellence and effective teamwork

Benefits

Comp & perks

Competitive compensation package
Benefits that give you and your family peace of mind
Professional opportunities to accelerate your career
Family-like, rewarding and cutting-edge work environment
Equal Opportunity employer
Reasonable accommodations for qualified individuals with disabilities