Quality Assurance Specialist

About

CORE CORE

Electric Cooperative is the largest member-owned electric distribution cooperative in Colorado dedicated to providing reliable, affordable, clean, and safe electric service to our communities. With a commitment to innovation and member satisfaction, we strive to meet the evolving needs of our members while maintaining the highest standards of service excellence. Job Summary The Quality Assurance (QA) Analyst is responsible for evaluating contact center interactions to ensure high-quality service delivery and a consistently positive member experience and enhanced employee experience. This role reviews member contacts across channels, identifies coaching and training opportunities, and analyzes trends and patterns to improve satisfaction, performance, and operational effectiveness. Essential Duties and Responsibilities Quality Monitoring & Evaluation

• Review and evaluate member interactions (calls, chats, emails, and/or other channels) against established quality standards, policies, and procedures
• Accurately score interactions using QA rubrics and document findings clearly and consistently
• Ensure compliance with regulatory, policy, procedure and employee and member experience requirements Coaching & Performance Support
• Partner with supervisors and leaders to deliver actionable coaching feedback based on QA results
• Participate in or lead calibration sessions to ensure scoring consistency
• Identify individual and team-level coaching opportunities and recommend corrective actions Training & Development Support
• Identify recurring knowledge gaps and performance trends that indicate training needs
• Collaborate with training teams to recommend updates to onboarding, refresher training, and job aids
• Support rollout of new processes, products, tools and/or scripts by validating effectiveness through QA reviews Trend & Data Analysis
• Analyze QA results to identify patterns, systemic issues, and opportunities to improve member and/or employee experience
• Prepare reports and dashboards summarizing quality scores, trends, and insights
• Provide recommendations that support improvements in member and employee satisfaction ratings, first contact resolution, and overall service quality Continuous Improvement
• Participate in quality improvement initiatives and cross-functional projects
• Recommend enhancements to QA tools, processes, and evaluation criteria
• Serve as a subject matter expert on member and employee experience and quality standards Minimum Qualifications of Position
• 2+ years of experience in a contact center environment (QA, training, coaching, or frontline experience)
• Strong understanding of contact center metrics and quality standards
• Excellent listening, analytical, and attention-to-detail skills
• Ability to deliver constructive feedback in a professional and supportive manner
• Proficiency .

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