Quality Assurance Analyst

CAI•Boca Raton, FL

6d•Onsite

About The Position

We are looking for a motivated Quality Assurance Analyst ready to take us to the next level! If you have strong analytical skills, strong customer-focused mindset, and are looking for your next career move, apply now. We are looking for a Quality Assurance Analyst to evaluate operational performance, monitor compliance with quality standards, analyze performance trends, and support continuous improvement initiatives across the SunPass program. This position will be full-time and onsite in Boca Raton, FL.

Requirements

Strong analytical, problem-solving, and critical thinking skills
Customer-focused mindset with the ability to identify behavioral, procedural, and performance-related issues
Strong active listening skills and exceptional attention to detail
Ability to analyze and interpret data using reporting and business software tools
Strong organizational and time-management skills
Proficiency with Microsoft Excel, Word, Teams, and other Microsoft Office applications
Excellent written and verbal communication skills
Ability to manage multiple priorities and work effectively under pressure
Ability to work independently while collaborating effectively within a team environment
General computer proficiency and experience navigating multiple systems simultaneously
Experience evaluating performance metrics and quality standards

Nice To Haves

Experience in Quality Assurance, auditing, or compliance-related roles
Knowledge of internal business systems and operational processes
Experience performing quality reviews, monitoring service performance, and supporting process improvement initiatives
Experience developing quality reports and analyzing performance trends

Responsibilities

Monitor, evaluate, and report on employee performance to ensure consistent service delivery and high levels of customer satisfaction
Utilize established quality monitoring tools and tracking systems to record, analyze, and communicate quality assurance results
Perform detailed evaluations of SunPass business processes and customer interactions to ensure compliance with policies, procedures, and quality standards
Analyze operational performance data and provide feedback focused on continuous improvement and achievement of key performance indicators
Participate in calibration sessions to ensure consistency and accuracy across quality evaluations
Participate in testing activities related to new features, process enhancements, and system changes
Identify performance trends, quality concerns, and opportunities for operational improvement
Prepare and maintain quality assurance reports, metrics, and supporting documentation
Collaborate with management and operational teams to improve service quality and customer experience
Support special projects and perform additional duties as assigned