Contact Center Quality Assurance Analyst

Immersion Consulting, LLC•Hampden Township, PA

3h•Onsite

About The Position

The QA Analyst is responsible for evaluating customer interactions to ensure quality, consistency, and compliance with established standards. This role provides actionable feedback and insights to support agent performance and continuous improvement. Immersion Consulting delivers high-quality contact center support for commercial financial services clients, with a focus on accuracy, compliance, and customer experience. Our teams operate in a structured, performance-driven environment, supporting both customers and internal stakeholders through efficient, professional service delivery. All roles are based on site in Mechanicsburg, PA and support operations during standard business hours (typically between 8:00 AM – 8:00 PM, Monday through Friday, with assigned shifts).

Requirements

Experience in quality assurance, auditing, or contact center performance evaluation
Strong attention to detail and analytical skills
Clear written and verbal communication skills

Nice To Haves

Experience in financial services or regulated environments
Familiarity with call monitoring or QA tools

Responsibilities

Review and evaluate customer interactions (calls, chat, email) using standardized scorecards
Ensure evaluations are consistent, objective, and aligned with program standards
Document findings clearly and provide feedback to supervisors and leadership
Support targeted coaching efforts based on quality results
Track quality trends and identify common performance gaps
Prepare regular reports summarizing quality performance and observations
Participate in calibration sessions to ensure scoring consistency
Partner with operations and training teams to support quality improvement efforts
Ensure interactions meet data privacy and regulatory requirements
Maintain accurate and audit-ready evaluation records