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About the Company

Hotwire Communications is a telecommunications provider focused on dependable connectivity and customer care. Its offerings include high-speed internet, digital television, phone, and security services. The organization emphasizes a personalized, service-oriented culture, strong technical capability, and a customer-first mindset.

About the Role

The Quality Assurance Analyst supports call center quality by reviewing customer interactions across inbound and outbound calls, chat, and email. The role measures communication style, technical correctness, policy compliance, and service quality, while also helping improve standards, processes, coaching, and training so customer experience keeps getting better.

Responsibilities

Create call monitoring templates and define quality benchmarks.
Use quality tracking tools to compile team and individual performance metrics.
Review interactions, identify trends, and share findings with QA leadership and management.
Help coach agents so they can improve call quality and deliver stronger customer experiences.
Run calibration sessions with call center leaders to keep scoring aligned and consistent.
Carry out quality audits across voice, chat, and email channels.
Turn quality data into practical insights that help internal teams improve service delivery.
Prepare and evaluate quality reports for management review.
Take part in recurring partner meetings, quality programs, and KPI reporting.
Assist with change management and continuous improvement work.
Handle other related tasks that support quality and performance goals.

Requirements

2–3 years of call center experience, including at least 1 year in a quality assurance position.
A bachelor’s degree is preferred.
Working knowledge of contact center operations and customer experience principles.
Familiarity with call center processes, procedures, and quality standards.
Hands-on proficiency with Microsoft Word, Excel, PowerPoint, and Outlook.
Strong analytical ability and reporting skills.
Good verbal and written communication, plus strong interpersonal skills.
Comfort working independently and collaboratively.
Spanish fluency is an advantage.
Ability to adjust to shifting priorities while maintaining close attention to detail.

Benefits

Health, dental, and vision coverage.
401(k) retirement plan with company match.
Paid vacation, sick leave, and extra holidays, including a birthday holiday.
Paid volunteer time.
Paid parental leave.
Employee discounts on Hotwire services for those living in serviced properties, including internet, video, phone, and security.
Referral bonuses for employee recommendations.
Exclusive entertainment discounts and perks.

Equal Opportunity

Hotwire Communications is committed to equal employment opportunity and maintains a workplace that values diversity and inclusion. Hiring decisions are made without regard to race, color, religion, age, sex, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other protected characteristic under applicable law. Applications from all qualified candidates are welcomed.

QA Analyst - Remote