Quality Assurance Analyst

Quality Assurance Analyst Req number: R7599 Employment type: Full time Worksite flexibility: Onsite Who we are CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise. Job Summary We are looking for a motivated Quality Assurance Analyst ready to take us to the next level! If you have experience being responsible for providing software testing and analytical support to CAI customers and are looking for your next career move, apply now. Job Description We are looking for a Quality Assurance Analyst to support the delivery of high-quality customer care services by monitoring, evaluating, and improving customer service performance within a high-volume call center environment. This position will be full-time contract and onsite in Cleveland, Ohio. What You'll Do Conduct routine and non-routine call monitoring and quality evaluations using established QA tools, scorecards, and testing procedures to ensure adherence to SLAs and client-defined service standards Construct, revise, and maintain quality assurance test and evaluation plans aligned with customer service models, call handling protocols, and scripting requirements Verify compliance with call handling procedures, warm transfer protocols, documentation standards, and quality benchmarks Investigate customer complaints and quality issues through call recordings, ticketing systems, and related documentation Replicate, document, and report identified quality issues to appropriate supervisors or teams, and verify corrective actions have been successfully implemented Identify recurring or systemic quality issues, perform root cause analysis, and escalate risks to management with supporting data and recommendations Assist in the creation, maintenance, and revision of QA standards, testing processes, and quality management systems aligned with industry best practices Revise and update standard operating procedures (SOPs), scripts, and evaluation documentation as requirements evolve Collect, record, and analyze call monitoring and quality data to maintain accurate records of service performance Prepare quality assurance reports for internal review, including scorecard results, trend analysis, and SLA compliance metrics Analyze quality data to identify performance trends, training gaps, and opportunities for process improvement Partner with supervisors and trainers to support agent development and continuous improvement initiatives Participate in calibration sessions to ensure consistent scoring and evaluation practices across the QA function Support the development and refinement of call monitoring methods and quality testing processes as programs evolve

What You'll Need Required:

2+ years of experience in quality assurance, call monitoring, training, or customer service operations within a call center environment Demonstrated experience working with Automated Call Distribution (ACD) systems and call recording or quality monitoring platforms Strong proficiency in data collection, documentation, reporting, and analysis using standard business tools (e.g., spreadsheets, QA scorecards, dashboards) Excellent written and verbal communication skills, with the ability to deliver clear, constructive, and objective feedback High attention to detail and ability to manage multiple evaluations and reporting deadlines in a fast-paced, high-volume environment

Preferred:

Experience in a public sector, education, or government-supported call center environment Familiarity with CRM or ticketing platforms such as K12 Insight Onflo (formerly Let's Talk) or similar systems Experience supporting SLA compliance and producing quality or performance metrics for clients or stakeholders Prior experience updating SOPs, scripts, training materials, or knowledge base documentation Bilingual proficiency in English and Spanish preferred; Arabic or Swahili a plus Physical Demands Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards. Sedentary work that involves sitting or remaining stationary most of the time, with occasional movement to attend meetings or conduct onsite evaluations. Ability to perform repetitive tasks on a computer using a keyboard, mouse, headset, and monitor. Reasonable accommodation statement If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 - 8111. $65,000 - $75,000 per year The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.