Analyst II - Operational Quality Assurance

Job Description

The Operational Quality Assurance (QA) Analyst II at QTS is responsible for monitoring, evaluating, and continuously improving the quality of business operations and processes within the Operations Support Organization. This role ensures that company products, services, and operations meet established standards of quality, reliability, and performance. The analyst collaborates with cross-functional teams to identify opportunities for improvement, supports compliance initiatives, and implements best practices to drive operational excellence standards.

Key Responsibilities

QA Program development and coordination:

• Assist in the development and implementation of new quality assurance policies, procedures and guidelines.
• Assist in QA training sessions for program roll out and continued new hire training sessions.
• Coordinate and conduct monthly leadership calibration sessions to unify our evaluation criteria among team members, ensuring that all customer interactions are scored using the same standard to reduce discrepancies and promote fairness in QA evaluations.

QA auditing and AI initiatives:

• Conduct call monitors and ticket audits to identify areas for improvement and to ensure compliance with company policies. This is indispensable for achieving /maintaining a consistent customer experience.
• Utilize and confirm AI outputs of tool and dashboard of quality program to ensure tool is working as intended.
• Collaborate with operations leaders to provide audit feedback and develop coaching and training actions.
• Create QA baseline to track the effectiveness of quality improvement initiative.

QA program reporting:

• Analyze data and prepare reports to identify trends, root causes of quality issues, and opportunities for customer experience improvement.
• Maintain accurate records of quality assurance activities, findings, and corrective actions.
• When received, review evaluation disputes against QA attribute/sub attribute definitions to confirm if a valid dispute.   

BASIC QUALIFICATIONS

• Bachelor’s degree in business administration, Quality Assurance, Operations, or a related field (or equivalent experience).
• 2+ years of experience in quality assurance, operations analysis, or a similar role.
• Strong understanding of quality assurance methodologies, tools, and techniques.
• Familiarity with regulatory requirements relevant to the industry (e.g., ISO, Six Sigma, Lean).
• Proficient in data analysis and reporting; experience with quality management software is a plus.
• Excellent communication, collaboration, and interpersonal skills.
• Detail-oriented with strong organizational and problem-solving abilities.
• Ability to manage multiple priorities and work effectively under deadlines.
   

TOTAL REWARDS

• This role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending and HSA accounts; paid holidays; paid time off; paid volunteer days; employee assistance program; tuition assistance; parental leave; military leave assistance; QTS scholarship for dependents; wellness program, and other company benefits.
• This position is bonus eligible.

SKILLS (FROM SKILLS LIBRARY)

• Quality Assurance (QA) standards
• Quality Assurance Analysis
• Quality Assurance Auditing
• Quality Assurance Monitoring
• Customer Experience
• Project Management Basics
• Process Framework
• Process Methodologies

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action.  We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings.  We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law.  We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.

The "Know Your Rights" Poster is included here:

Know Your Rights (English)

Know Your Rights (Spanish)

The pay transparency policy is available here:

Pay Transparency Nondiscrimination Poster-Formatted

QTS is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to [email protected] and let us know the nature of your request and your contact information.