Contact Center Quality Analyst

VetsEZ is seeking a Contact Center Quality Analyst to support a Department of Veterans Affairs (VA) contact center project. This role will evaluate customer interactions, ensure adherence to quality standards, and provide actionable feedback to improve service delivery and customer satisfaction. This role focuses on monitoring and evaluating customer service interactions, it does not involve software testing. The candidate must reside within the continental US. Responsibilities include monitoring and evaluating recorded customer interactions for compliance with quality standards, scoring calls based on communication, professionalism, issue resolution, and process adherence. The candidate will also document findings and deliver constructive feedback to agents and supervisors, and collaborate with operations and training teams to identify coaching and training needs.