Quality Assurance Analyst – Contact Center

Hybrid | Phoenix, AZ | 6-Month W2 Contract | 9am–5pm (Local Time)

Overview

We are seeking an experienced Quality Assurance Analyst to help transform customer support delivery from transactional to truly exceptional. This role will focus on auditing offshore contact center operations, ensuring adherence to a new quality framework, and driving continuous improvement initiatives.

If you are passionate about customer advocacy, thrive in a dynamic, data-driven environment, and have a strong background in contact center quality assurance, this is an excellent opportunity to make a meaningful impact.

Responsibilities

• Audit & Evaluate: Conduct daily audits of ~10 customer interactions (calls & chats) from offshore contact centers against a comprehensive quality framework.

• Analyze & Recommend: Identify trends, root causes, and opportunities to improve customer experience, processes, and agent performance.

• Drive Improvement: Deliver data-driven recommendations for agent training, policies, and support workflows.

• Collaborate: Partner with offshore operations leadership, training teams, and stakeholders to implement and monitor improvements.

• Develop Resources: Create and refine QA guidelines, training materials, and best practices.

• Report: Provide regular reporting on performance trends, insights, and progress against improvement initiatives.

• Calibrate & Coach: Lead calibration sessions with offshore QA teams to ensure consistency, and provide coaching to enhance evaluation skills.

Required Qualifications

• 5+ years of experience in a Quality Assurance role within a contact center environment.

• Experience supporting offshore teams and improving service delivery for global customer bases.

• Proven success in developing and implementing QA frameworks and scorecards.

• Strong analytical skills with ability to draw insights from data and translate findings into actionable recommendations.

• Excellent written and verbal communication skills, with experience delivering feedback and driving alignment across teams.

• Demonstrated success leading calibration sessions and coaching QA analysts.

• Solid understanding of customer experience principles (Effective, Easy, and Personalized service delivery).

• Self-motivated and able to work independently while collaborating effectively with distributed teams.

• Proficiency with contact center platforms, CRM systems, and QA monitoring tools.

• Bachelor’s degree in a related field (preferred).

Preferred Skills

• Six Sigma or COPC Certification.

Technical Skills Matrix (Preferred)

• Data Analysis: VLOOKUP, Pivot Tables (SQL a plus).

• Office Productivity Software: Docs, Sheets, Slides (or equivalent).

• Presentation Skills: Strong ability to build and deliver presentations.

• Customer Experience: Proven ability to identify key drivers of customer satisfaction.
  
  The hourly pay range for this position (dependent on factors including but not limited to client requirements, experience, statutory considerations, and location) is $67.00 to $89.00/hr. Benefits available to full-time employees: medical, dental, vision, disability, life insurance, 401k and commuter benefits.
   
  Synergis is proud to be an Equal Opportunity Employer.  We value diversity and do not discriminate on the basis of race, color, ethnicity, national origin, religion, age, gender, gender identity, political affiliation, sexual orientation, marital status, disability, military/veteran status, or any other status protected by applicable law.
   
  Qualified applicants with arrest or conviction records will be considered for employment in accordance with the requirements of applicable state and local laws, including but not limited to, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
   
  For immediate consideration, please forward your resume to hbennett@synergishr.com
   
  If you require assistance or an accommodation in the application or employment process, please contact us at hbennett@synergishr.com.
  
  Synergis is a workforce solutions partner serving thousands of businesses and job seekers nationwide. Our digital world has accelerated the need for businesses to build IT ecosystems that enable growth and innovation along with enhancing the Total Experience (TX). Synergis partners with our clients at the intersection of talent and transformation to scale their balanced teams of tech, digital and creative professionals. Learn more about Synergis at www.synergishr.com.