Analyst, Quality Assurance

WHY JOIN US?

Build your career with Ezee Fiber, proudly recognized by PCMag as the Best Overall ISP in the U.S. for 2026.

At Ezee Fiber, you'll do more than build a career; you'll help shape the future of connectivity. Every team member plays a vital role in delivering reliable, high-speed internet and exceptional customer experiences. Whether in the field, in the office, or behind the scenes, you'll be part of a collaborative team that values innovation, professional growth, and making a meaningful impact in the communities we serve.

OUR VALUES

At Ezee Fiber, our success is built on delivering Speed, Simplicity, and Service in everything we do. Guided by our core values of Integrity, Compassion, Accountability, and Collaboration, we empower our employees to do the right thing, support one another, take ownership of their work, and work together to deliver exceptional experiences for our customers and the communities we serve.

JOB SUMMARY

The Quality Assurance (QA) Analyst is responsible for evaluating the quality, consistency, and effectiveness of customer interactions handled by internal customer service representatives in a fiber telecommunications contact center.

This role ensures representatives deliver exceptional customer experiences while adhering to company policies, service standards, and regulatory requirements.

The QA Analyst partners with supervisors, trainers, operations leadership, and cross-functional teams to identify coaching opportunities, improve performance, drive operational excellence, and support continuous process improvement. This individual will also leverage Artificial Intelligence (AI) tools and Customer Relationship Management (CRM) platforms to analyze customer interactions, identify trends, improve quality processes, and present actionable trends and insights to the leadership team.

ESSENTIAL FUNCTIONS

• Monitor and evaluate customer interactions, including phone calls, chats, emails, and other communication channels, using established quality standards.
• Conduct accurate and timely quality evaluations while maintaining consistency, fairness, and objectivity.
• Provide detailed, actionable feedback to supervisors and leadership to support coaching and employee performance improvement.
• Identify trends in customer interactions, knowledge gaps, recurring customer issues, and process opportunities that impact customer satisfaction and operational efficiency.
• Participate in quality calibration sessions with Contact Center and Training Department Management Staff to ensure consistency scoring across the Quality Assurance and Operations teams.
• Generate, analyze, and distribute quality performance reports, scorecards, dashboards, and trend analyses.
• Partner with Training, Operations, Customer Experience, and Leadership to recommend improvements to procedures, knowledge resources, AI prompts, and customer service practices.
• Verify adherence to company policies, compliance requirements, and established call handling procedures.
• Assist in root cause analysis of recurring customer issues, escalations, and service failures. Prepare Weekly and monthly reporting for Leadership.
• Maintain accurate documentation of evaluations, coaching recommendations, quality metrics, and process improvement initiatives.
• Support special quality initiatives, process audits, and continuous improvement projects.
• Promote a culture of continuous improvement, accountability, and customer-focused service excellence.

Artificial Intelligence (AI) & Technology Responsibilities

• Utilize AI-powered tools such as ChatGPT, Claude, Genesys AI, and other conversational AI platforms to improve quality evaluations, summarize customer interactions, identify trends, and enhance operational efficiency.
• Partner with leadership to identify opportunities for AI integration that improve customer experience, quality monitoring, knowledge management, and agent performance.
• Evaluate AI-generated insights and recommendations to ensure accuracy, compliance, and alignment with company standards.
• Assist in developing, testing, and refining AI prompts and workflows that support quality assurance, coaching, reporting, and operational processes.
• Stay informed on emerging AI technologies, contact center innovations, and industry best practices, recommending solutions that improve business outcomes.
• Demonstrate sound judgment when leveraging AI by validating outputs and ensuring data privacy, confidentiality, and regulatory compliance.

QUALIFICATIONS

Education and Experience Requirements: High school diploma or GED required; associate degree or bachelor's degree preferred. Minimum of 2 years of contact center experience, preferably within telecommunications, fiber services, or customer experience operations.

• Previous Quality Assurance, coaching, training, or leadership experience preferred.
• Strong understanding of customer service principles and contact center operations.
• Experience using CRM systems, call recording platforms, quality monitoring software, and customer experience technologies.
• Working knowledge of AI-enabled business applications such as ChatGPT, Claude, Genesys AI, Microsoft Copilot, Genesys or similar productivity and conversational AI platforms is strongly preferred.
• Experience creating reports, dashboards, and executive presentations using Microsoft Excel, PowerPoint, Tableau and/or Claude.
• Experience presenting quality findings, operational trends, and recommendations to supervisors, managers, and leadership teams.
• Excellent verbal, written, presentation, and facilitation skills.

Knowledge, Skills, and Abilities

• Knowledge of customer service processes and contact center best practices.
• Strong understanding of quality assurance methodologies, coaching principles, and performance management.
• Proficiency with CRM platforms and customer interaction technologies.
• Knowledge of AI-assisted quality monitoring, conversational intelligence, and contact center analytics tools.
• Ability to effectively utilize AI platforms such as ChatGPT, Claude, Genesys AI, and similar technologies to improve productivity, reporting, analysis, and documentation.
• Strong analytical and critical thinking skills with the ability to interpret data and identify actionable trends.
• Ability to evaluate customer interactions objectively using established quality standards.
• Excellent attention to detail with exceptional organizational and time management skills.
• Strong written and verbal communication skills with the ability to present complex information clearly to diverse audiences.
• Comfortable facilitating meetings, leading calibration discussions, delivering presentations, and communicating recommendations to leadership.
• Strong interpersonal skills with the ability to influence, collaborate, and build relationships across departments.
• Ability to maintain confidentiality, exercise sound judgment, and handle sensitive information appropriately.
• Comfortable working in a fast-paced, metrics-driven environment while managing multiple priorities.

Key Performance Indicators (KPIs)

• Quality Evaluation Completion Rate
• Evaluation Accuracy and Consistency
• Calibration Accuracy
• Compliance Scores
• Customer Experience (CX) Quality Scores
• Coaching Recommendation Effectiveness
• Timeliness of Completed Evaluations
• Trend Identification and Reporting
• Process Improvement Participation
• AI Adoption and Process Improvement Contributions
• Reporting Accuracy and Executive Presentation Effectiveness
• Cross-functional Collaboration and Stakeholder Satisfaction

Success Factors

Successful candidates are analytical, detail-oriented, and passionate about delivering exceptional customer experience through continuous improvement. They effectively leverage AI technologies, CRM systems, quality analytics, and operational data to identify trends, improve processes, and enhance employee performance.

The ideal candidate is comfortable presenting findings to leadership, facilitating meetings, influencing cross-functional teams, and translating quality insights into actionable business recommendations. They embrace innovation, adapt to evolving technologies, and use AI responsibly to improve operational efficiency while maintaining the highest standards of quality, compliance, and customer service.

PHYSICAL, FIELD, OR ENVIRONMENTAL REQUIREMENTS

The physical requirements described here are representative of those that must be met by an associate to successfully perform the essential functions of the job. While performing the duties of the job, the associate is required on a daily basis to analyze and interpret data, communicate, and remain in a stationary position for a significant portion of the workday. The associate must frequently access, input, and retrieve information from computers and other office productivity devices. The associate may occasionally move about the office and attend meetings or events as needed.

TOTAL REWARDS

• Competitive compensation package• Comprehensive medical, dental, and vision benefits

• Employee Assistance Program (EAP)

• 401(k) with company match• Paid time off and other generous benefit programs• Tuition reimbursement

We are seeking candidates that are legally authorized to work in the United States without sponsorship.