QA Analyst

Location: Minneapolis, MN

Onsite Flexibility: Remote

Contract Details

• Position Type: Contract
• Pay Rate: $30.68–$30.69 / Hour (USD)
• Contract Duration: 12 Months

Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Job Summary

The QA Analyst is responsible for overseeing the quality assurance program to ensure that BPO contact sites meet company standards and the Net Promoter Score (NPS) goals assigned by leadership. This role involves monitoring, evaluating, and improving contact center performance through data-driven insights, coaching, and process enhancements. The QA Analyst works closely with the Global QA Manager and operations, training, and leadership teams to drive continuous improvement for the BPO contact sites, enhance vendor results, and maintain compliance. This position is to create a special liaison between the client and the vendors. The contract vendor will hire for the position with client guidance during the interview process.

Key Responsibilities

• Develop, implement, and maintain quality management systems in compliance with company standards and organizational values.
• Lead quality assurance and quality control activities across BPO vendor sites.
• Establish and monitor key quality metrics to ensure product and process compliance.
• Conduct internal audits and coordinate external audits with regulatory bodies and vendors.
• Participate in vendor improvement meetings/discussions.
• Drive continuous improvement initiatives to enhance product quality, reduce defects, and improve customer satisfaction.
• Manage non-conformance reports, root cause analysis, and corrective/preventive actions (CAPA).
• Collaborate with cross-functional teams to ensure quality requirements are integrated into contact center policies/training documentation.
• Provide training and guidance to staff on quality standards, procedures, and best practices.
• May be asked to investigate potential recurring issues and incompatibilities.
• Maintain documentation and records related to quality processes and certifications.

Required Skills

• Strong analytical and problem-solving skills.
• Excellent communication and leadership abilities.
• Proficiency in quality management software and tools.
• Ability to work collaboratively across departments.
• Strong customer service orientation with a focus on quality/soft skills.
• Minimum C1 Proficiency in English.
• Excellent communication skills, both written and verbal in supported language(s).
• Familiarity and experience with computer operation, with emphasis on the Mac OS and Windows Environment.
• Ability to multitask in multiple applications.
• Ability to perform professionally in a high stress environment.
• Ability to be self-motivated and work under minimal supervision.
• Be detail-oriented, organized, dependable, and a team player.
• Able to accept constructive feedback (coachable).
• A continuous improvement focus on professional development.
• Strong problem-solving abilities.
• Experience with Microsoft Office tools (Excel, Word, PowerPoint).

Preferred Skills

• Experience with problem-solving approaches such as Eight Disciplines (8D) or 5-Why Root-Cause Analysis, or other relevant quality standards.

Education Requirements

High school education or equivalent (other geographies); India & Philippines: diploma degree required.

Required Experience

Minimum of 5–7 years of experience in quality/leadership role(s) within the customer service industry (contact center preferred). Proven track record of leading quality teams and implementing quality systems.

Benefits

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

About the Client

This client is a leading data storage provider committed to innovation, serving businesses and consumers across global markets with cutting-edge storage solutions. The organization employs quality analysts, operations specialists, vendor managers, and technology professionals who collaborate across teams to drive performance and continuous improvement.

About GTT

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

Job Number: 26-14548

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Industry: Data & Analytics