Top 9 Contact center quality assurance analyst Jobs in Annapolis, Md

Contact Center Quality Assurance Analyst
Immersion Consulting, LLC —Annapolis, MD
- High school diploma or GED
- Continuous improvement
- 1 year
Quick Apply
Contact Center Supervisor
Immersion Consulting, LLC —Annapolis, MD
- Mid-level
- High school diploma or GED
- 1 year
Quick Apply
Specialist, Risk and Compliance Services (Center of Excellence)
Deloitte —Baltimore, MD
- $63,000 - $116,000 a year
- Full-time
- Microsoft Outlook
- Research
- Mid-level
1d
Computer Systems Analyst
Axle —Baltimore, MD
- $115,000 - $125,000 a year
- Computer Science
- Mid-level
- Team management
- Paid holidays
- Health insurance
Quick Apply
10d
Quality Management Specialist (Call Center) - Spanish Speaking
WSSC Water —Laurel, MD
- Full-time
- Spanish
- Management
- Mid-level
11d
Network Operations Center Manager
NTT Ltd —Annapolis, MD
- $109,275 - $182,125 a year
- Computer science
- Computer Science
- 5 years
- Health savings account
- AD&D insurance
Target Analyst Reporter (TAR) - FULLY CLEARED with POLYGRAPH REQUIRED
Constellation Technologies, Inc —Fort Meade, MD
- $85,000 - $235,000 a year
- 6 years
- Research
- High school diploma or GED
- Paid training
- Health savings account
Quick Apply
Mid-Senior Cybersecurity Engineer / Project Manager
Computer World Services —Linthicum, MD
- $170,000 - $250,000 a year
- Full-time
- 18 years or older
- Computer science
- Computer Science

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contact center quality assurance analyst jobs near annapolis, md

Contact Center Quality Assurance Analyst

Immersion Consulting, LLC -
Annapolis, MD

Quick Apply

Job Details

Qualifications

High school diploma or GED

Full Job Description

Description:

At Immersion Consulting, we’re driven by a simple mission: deliver meaningful work that makes a real impact. We support Federal agencies with high-quality customer experience, operational excellence, and innovative problem-solving. We rely on talented people to make that possible. Our teams are collaborative, mission-focused, and committed to helping others. The Contact Center Quality Assurance role is key to ensuring exceptional service for millions of customers, and we’re looking for individuals who take pride in accuracy, empathy, and professional growth.

The Contact Center Quality Assurance Analyst is responsible for monitoring, analyzing, and reporting on the quality and accuracy of contact center operations. They ensure compliance with the Quality Assurance Surveillance Plan (QASP) and support continuous improvement.

Key Responsibilities:

Monitor calls, chats, emails, and transactions to ensure adherence to standards defined in the PWS and QASP.
Validate the accuracy and completeness of processed enrollment changes, address changes, and other Open Season transactions.
Track error rates and ensure corrective actions are implemented.
Support creation of weekly and annual performance reports, including customer satisfaction analysis.
Work with supervisors and trainers to update procedures based on quality findings.
Ensure compliance with data security and privacy requirements.
Assist with root-cause analysis and develop recommendations to reduce errors and improve customer experience.

Requirements:

High school diploma and 1–3 years of contact center or customer service experience.
Strong communication and problem-solving skills.
Ability to work in a high-volume, time-sensitive environment.

Quick Apply

Refine Your Search

contact center quality assurance analyst jobs in annapolis, md

Contact Center Quality Assurance Analyst

Contact Center Supervisor

Specialist, Risk and Compliance Services (Center of Excellence)

Computer Systems Analyst

Quality Management Specialist (Call Center) - Spanish Speaking

Network Operations Center Manager

Target Analyst Reporter (TAR) - FULLY CLEARED with POLYGRAPH REQUIRED

Mid-Senior Cybersecurity Engineer / Project Manager

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