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Call Center Quality Analyst

Providence, RI 02907

Posted: 05/12/2025 Employment Type: Temp Industry: Technical Job Number: 1212708

Job Description


Job Title: QA Analyst – Call Center (Long-Term Temporary)

 

Location: Cumberland, RI (Hybrid – Remote on Mondays and Fridays)
Employment Type: Long-Term Temporary
Compensation: Up to $91,000 annually (BOE)
Benefits: Health Insurance | Paid Time Off

 

Job Description:
Our client is seeking a Quality Assurance Analyst with a strong background in call center operations. This long-term temporary position features a hybrid schedule, allowing remote work on Mondays and Fridays, and offers a supportive environment focused on continuous improvement and compliance.

Key Responsibilities:

  • Monitor and evaluate inbound and outbound calls for quality, compliance, and customer experience standards.

  • Score calls and deliver actionable feedback to agents and supervisors to drive performance improvements.

  • Identify trends, gaps, and opportunities for training and process enhancements.

  • Collaborate with training and operations teams to ensure consistent QA standards.

  • Maintain detailed documentation and reporting related to QA activities and metrics.

  • Ensure compliance with company policies and industry regulations.

Qualifications:

  • Proven experience in a call center QA role, specializing in call monitoring and scoring.

  • Strong analytical skills and high attention to detail.

  • Effective written and verbal communication skills.

  • Ability to provide constructive, actionable feedback.

  • Experience in the utilities industry or other regulated industry is a strong plus.

  • Proficiency in QA tools and Microsoft Office Suite.

What We Offer:

  • Competitive pay up to $91K annually

  • Hybrid schedule – work remotely on Mondays and Fridays

  • Health insurance and paid time off available

  • Opportunity to contribute to high-quality service delivery in a regulated environment

Ready to apply? Send resume to LHADLEY@HTSS-INC.COM or apply directly through the www.htss-inc.com
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About Providence, RI

Ready to embark on an exciting career journey in the vibrant city of Providence, Rhode Island? Explore our job opportunities in the heart of this charming city known for its historic architecture, renowned universities, and thriving arts scene. With exceptional dining options like Federal Hill's renowned Italian restaurants, the stunning WaterFire art installation, the captivating performances at the Providence Performing Arts Center, and the scenic Roger Williams Park for outdoor adventures, Providence offers a unique blend of culture, history, and opportunities for personal and professional growth. Join us in discovering the career possibilities this enchanting city has to offer!
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CEO Letter

As a staffing and recruitment professional for over 30 years, I have seen many changes in the industry. Over that time, I ve witnessed a transformation in the way organizations view staffing services. Today, we see more and more companies using staffing services as a strategic tool, rather than just for temporary fill-ins.

At HTSS, Inc., our focus is on helping companies create proactive workforce plans. Our goal is to help our clients use staffing strategically to increase capacity, overcome hiring freezes, access specialized talent, better manage increased workloads, and enhance overall productivity.

For our candidates, we help to uncover truly rewarding job opportunities jobs that are a match to each candidate s skills, and jobs that offer key experience and growth potential.

We look forward to strengthening our relationships with our current clients and candidates, as well as forming new and exciting partnerships in the future.

Sincerely,

Pat Howells
President
HTSS, Inc.