Hiring: Contact Center Quality Assurance Analyst Company: Immersion Location: Annapolis, MD Job Posted Time: 2026-09-15 11:58:35 Target Skills & Keywords : Quality Assurance About the job Experience: •3 years of contact center or customer service experience. Required Skills: •Monitor calls, chats, emails, and transactions to ensure adherence to standards defined in the PWS and QASP. •Validate the accuracy and completeness of processed enrollment changes, address changes, and other Open Season transactions. •Track error rates and ensure corrective actions are implemented. •Support creation of weekly and annual performance reports, including customer satisfaction analysis. •Interface directly with supervisors and trainers to update procedures based on quality findings. •Ensure compliance with data security and privacy requirements. •Assist with root-cause analysis and develop recommendations to reduce errors and improve customer experience. Qualifications: •High school diploma and 1–3 years of contact center or customer service experience. •Strong communication and problem-solving skills. •Demonstrated capacity to work in a high-volume, time-sensitive environment. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!