Quality Assurance Analyst

About the Company

Hotwire Communications is a telecommunications and entertainment services provider focused on delivering dependable connectivity and a strong customer experience. The organization emphasizes innovation, operational discipline, and community involvement while providing internet, television, and phone services. Its workplace values integrity, collaboration, and continuous improvement, with a culture designed to help employees contribute meaningfully to service excellence.

About the Role

The Quality Assurance Analyst supports call center operations by reviewing customer interactions across calls, chats, and emails to measure performance, policy adherence, and service quality. Working closely with leadership, this role helps shape monitoring standards, strengthen quality processes, and ensure consistency across communication channels. The analyst turns performance findings into practical insights that support coaching, training, and process enhancement, all aimed at improving the customer experience and maintaining a high standard of service.

Qualifications

• 2 to 3 years of experience in a call center environment, including at least 1 year in quality assurance or a closely related position
• A bachelor’s degree is preferred
• Solid knowledge of contact center operations and customer experience fundamentals
• Comfort using Microsoft Office tools, including Word, Excel, PowerPoint, and Outlook
• Hands-on exposure to call monitoring tools and quality management platforms
• Strong abilities in analysis, reporting, coaching, and communication
• Understanding of KPIs and service-level metrics
• Spanish fluency is an advantage

Responsibilities

• Help design call-monitoring templates and define quality benchmarks aligned with company policies
• Use quality systems to collect, organize, and evaluate performance data for individuals and teams
• Review calls, chats, and emails to check compliance, technical accuracy, and service quality
• Prepare trend summaries and detailed reports for the QA Manager and leadership to support decisions
• Assist in coaching and supporting agents to raise call quality and customer satisfaction
• Coordinate calibration meetings with leadership so evaluations remain consistent and fair
• Contribute to the ongoing improvement of QA workflows and training resources
• Work with internal teams to meet partner expectations, service standards, and KPI targets
• Compile and present quality reports for internal and external management review
• Take part in change-management and process-improvement efforts within the call center
• Handle other assigned tasks that support operational performance

Benefits

• Medical, dental, and vision coverage
• 401(k) retirement plan with company matching
• Paid vacation, sick time, and extra holidays, including your birthday
• Paid volunteer time
• Paid parental leave
• Employee service discounts for qualifying residents at Hotwire-served properties, including internet, video, phone, and security services
• Referral bonuses for employees
• Discounts and perks for entertainment experiences

Equal Opportunity

Hotwire Communications maintains an equal employment opportunity policy and is committed to a workplace where people from all backgrounds are welcomed and respected. Hiring decisions are made without regard to race, color, religion, sex, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other legally protected characteristic under applicable federal, state, or local law.