QA Analyst I

Our direct client is seeking a Quality Specialist – Customer Service for a long-term contract in Providence, RI.

This is a long-term opportunity with a reputable company, offering consistent work, growth potential, and the chance to make a real impact on customer experience and quality standards in a regulated environment. Ideal for professionals seeking meaningful contributions in a structured, team-oriented setting.

Contract Type: Long-Term, Onsite

Location: Providence, RI

Job Summary

Seeking a Quality Specialist to manage the Customer Service (CS) Quality Program for a utility client. This role focuses on monitoring performance, coaching agents, improving processes, and ensuring compliance with internal standards and regulatory requirements.

Key Responsibilities

• Manage call monitoring, coaching, and quality improvement initiatives
• Collaborate with leadership to analyze performance and implement solutions
• Develop training materials, job aids, and customer feedback tools
• Oversee customer satisfaction surveys and reporting
• Conduct audits to drive compliance and operational efficiency
• Support emergency/storm response efforts as required
  
  

Requirements

• 3–5 years of experience in quality assurance or customer service (utility experience a plus)
• Strong understanding of CS metrics, policies, and performance coaching
• Skilled in reporting, data analysis, and documentation
• Excellent communication and organizational skills
• Bachelor’s degree
• Familiarity with RI Energy policies and RI PUC regulations
• Experience in regulated customer service environments
  
  

Posted By: VMS Sourcing