Contact Center Quality Assurance Analyst

Description At Immersion Consulting, we’re driven by a simple mission: deliver meaningful work that makes a real impact. We support Federal agencies with high-quality customer experience, operational excellence, and innovative problem-solving. We rely on talented people to make that possible. Our teams are collaborative, mission-focused, and committed to helping others.

The Contact Center Quality Assurance role is key to ensuring exceptional service for millions of customers, and we’re looking for individuals who take pride in accuracy, empathy, and professional growth. The Contact Center Quality Assurance Analyst is responsible for monitoring, analyzing, and reporting on the quality and accuracy of contact center operations.

They ensure compliance with the Quality Assurance Surveillance Plan (QASP) and support continuous improvement.

Key Responsibilities

Monitor calls, chats, emails, and transactions to ensure adherence to standards defined in the PWS and QASP. Validate the accuracy and completeness of processed enrollment changes, address changes, and other Open Season transactions. Track error rates and ensure corrective actions are implemented. Support creation of weekly and annual performance reports, including customer satisfaction analysis.

Work with supervisors and trainers to update procedures based on quality findings. Ensure compliance with data security and privacy requirements. Assist with root-cause analysis and develop recommendations to reduce errors and improve customer experience.

Requirements

High school diploma and 1–3 years of contact center or customer service experience. Strong communication and problem-solving skills. Ability to work in a high-volume, time-sensitive environment.