Top 5 Quality assurance analyst Jobs in Monticello, Ky

QA Analyst
Provalus —Monticello, KY
- Full-time
- Computer literacy
- Windows
- High school diploma or GED
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9d

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QA Analyst
Provalus —Monticello, KY
Familiarity with service desk, technical support, or telecommunications environments. In this role, you will review calls and support activities to ensure…
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9d

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Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.

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QA Analyst

Provalus -
Monticello, KY

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Job Details

Full-time
9 days ago

Qualifications

Computer operation
Team member evaluation
Performance feedback (performance evaluation method)
Trend analysis
High school diploma or GED
Desktop applications
Data interpretation
Technical Proficiency

Full Job Description

About the Role
Provalus is seeking a QA Analyst to support our Tier I Technical Support and Repair team by monitoring customer interactions, evaluating service quality, and identifying opportunities for continuous improvement. In this role, you will review calls and support activities to ensure customer interactions meet quality standards, compliance requirements, and client expectations. The QA Analyst plays a key role in driving service excellence, supporting employee development, and improving the overall customer experience.
The ideal candidate is detail-oriented, analytical, and passionate about helping others succeed. This role requires strong communication skills, sound judgment, and the ability to provide constructive feedback that supports both individual and team performance.

Key Responsibilities

Monitor and evaluate customer interactions for quality, compliance, accuracy, and customer experience.
Assess troubleshooting effectiveness, professionalism, and adherence to established procedures.
Provide actionable feedback and coaching recommendations to improve performance.
Identify quality trends, process gaps, and recurring customer issues.
Partner with operations leadership to achieve quality and customer satisfaction goals.
Participate in calibration sessions to ensure consistent evaluations.
Prepare quality reports, scorecards, and performance insights.
Ensure compliance with client requirements, company policies, and quality standards.
Promote continuous improvement and service excellence across the operation.

Job Requirements

Strong attention to detail and commitment to quality standards.
Effective written and verbal communication skills.
Ability to deliver professional, constructive feedback.
Strong analytical, problem-solving, and trend-identification skills.
Knowledge of customer service and call center best practices.
Ability to manage multiple priorities in a fast-paced environment.
Proficiency with computer systems, reports, and quality evaluation tools.
Ability to work independently and collaboratively with leaders and team members.

Preferred Skills

Previous call center, customer service, technical support, or quality assurance experience.
Understanding of quality monitoring, coaching, and performance management practices.
Experience evaluating customer interactions for accuracy, compliance, and customer experience.
Familiarity with service desk, technical support, or telecommunications environments.
Ability to analyze data and identify opportunities to improve customer outcomes.
Strong working knowledge of Windows-based systems and common business applications.

Minimum Requirements

High school diploma or equivalent.
At least 1 year of customer service, call center, coaching, or related experience preferred.
Strong computer skills, including the ability to navigate multiple systems and document findings accurately.

Job Type: Full-time
Work Location: In person

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QA Analyst

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