Quality Assurance Analyst/Coach

Enlightened, Inc. • Latham, NY

13h

About The Position

We are seeking a detail-oriented QA Analyst to ensure accurate document processing and maintain high-quality standards. This role involves reviewing work, identifying errors, providing feedback, and supporting both on-site and remote staff.

Requirements

• High School diploma
• 1-2 years of experience
• Strong attention to detail and accuracy.
• Excellent communication and teamwork skills.
• Experience with QA or document processing preferred.
• Comfortable training and mentoring staff.

Responsibilities

• Quality check prerecorded customer service calls to ensure accuracy, compliance, and consistency with program standards.
• Interpret and evaluate call interactions to identify errors, trends, and opportunities for improvement.
• Provide clear and concise feedback to Customer Service Representatives (CSRs) through a web-based evaluation system.
• Collaborate with management to meet contractual metrics and performance requirements.
• Perform occasional call handling during peak call volumes.
• Maintain documentation and records of call reviews, scoring, and follow-up actions.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED