Quality Assurance Analyst

PrePass•West Valley City, UT

8h•Hybrid

About The Position

PrePass is North America's most trusted weigh station bypass and toll management platform, transforming how the transportation industry operates by creating solutions that keep trucks moving safely, efficiently, and compliantly. We are seeking a Quality Assurance Analyst who will report directly to the Quality Assurance Supervisor. In this role, you will be responsible for evaluating agent performance against defined quality standards, ensuring compliance with procedures, and supporting a consistent, customer-focused experience. This role plays a key part in driving quality improvement through detailed audits, structured coaching, and the identification of trends that impact both customer experience (CX) and agent performance. This is a hybrid position requiring both remote and in-office work.

Requirements

High school diploma or equivalent required.
Three or more years of experience in quality assurance, customer service, or a related field.
Strong ability to evaluate interactions against defined standards and clearly communicate performance expectations.
Effective coaching skills with the ability to provide constructive, balanced, and supportive feedback.
Ability to interpret scorecard criteria and apply them consistently across evaluations.
Bilingual in English and Spanish.
Proficient in Microsoft Office applications.

Responsibilities

Conduct daily evaluations of customer interactions (calls and cases) using the QA scorecard.
Assess adherence to process accuracy, policy compliance, and documentation standards.
Ensure the consistent application of scoring guidelines and calibration standards.
Deliver structured coaching sessions at least twice per week using recorded interactions.
Provide clear, actionable feedback aligned with scorecard categories.
Reinforce correct procedures and support agents in closing performance gaps.
Recognize and highlight behaviors that drive positive customer experience outcomes.
Evaluate interactions with a focus on customer satisfaction, communication quality, and resolution effectiveness.
Identify behaviors that impact CX metrics, including clarity, empathy, and ownership.
Promote consistency in delivering a positive and professional customer experience.
Identify recurring issues, error patterns, and process gaps through audit data.
Provide insights that support quality improvement initiatives and operational goals.
Partner with leadership to improve both the agent experience and customer journey outcomes.
Assist with customer interactions via phone or chat as needed to support business operations.
Complete additional quality assurance and operational tasks as assigned.

Benefits

Robust benefit package that includes medical, dental, and vision that start on date of hire.
Paid Time Off, to include vacation, sick, holidays, and floating holidays.
Paid parental leave.
401(k) plan with employer match.
Company-funded “lifestyle account” upon date of hire for you to apply toward your physical and mental well-being (i.e., ski passes, retreats, gym memberships).
Tuition Reimbursement Program.
Voluntary benefits, to include, but not limited to Legal and Pet Discounts.
Employee Assistance Program (available at no cost to you).
Company-sponsored and funded “Culture Team” that focuses on the Physical, Mental, and Professional well-being of employees.
Community Give-Back initiatives.
Culture that focuses on employee development initiatives.
Company-wide bonus and commission plans.