Quality Assurance Analyst (Remote)

CBIZ, Inc. is a leading professional services advisor to middle market businesses and organizations nationwide. With unmatched industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology, CBIZ delivers forward-thinking insights and actionable solutions to help clients anticipate what's next and discover new ways to accelerate growth. CBIZ has more than 10,000 team members across more than 160 locations in 22 major markets coast to coast.

CBIZ strives to be our team members' employer of choice by creating an environment where team members are appreciated, recognized for their contributions, and provided with opportunities to grow, both personally and professionally, throughout their careers.

CBIZ Network Solutions delivers onsite technical support to Edward Jones home and branch offices across the U.S. and Canada. As a trusted Edward Jones partner, we prioritize exceptional customer service while troubleshooting and repairing computers, printers, telephones, and other technical components. Additionally, our team supports Edward Jones with project coordination, process management, and software solutions whenever needed.

Position Overview

We are seeking a detail-oriented Quality Assurance Analyst to join our team. This fully remote role plays a key part in evaluating call center interactions, providing actionable feedback, and driving continuous improvement in both processes and performance. The ideal candidate will have strong analytical skills, a keen ear for quality, and the ability to partner with leadership to enhance the client and associate experience.

Essential Functions & Primary Duties:

• Monitor and evaluate recorded associate interactions (calls, chats, and written communications) against departmental standards using company software and quality review tools.

• Provide consistent, constructive feedback to promote continuous improvement and reinforce best practices.

• Collaborate with team leaders to share insights, recommendations, and coaching opportunities to improve associate performance.

• Support associate development through one-on-one coaching sessions, on-the-job learning, and actionable performance feedback.

• Identify and report quality performance trends, escalating serious issues when necessary.

• Analyze and summarize quality data to recommend process enhancements.

• Partner with other teams to recommend improvements in training, workflows, and processes to optimize client satisfaction and associate engagement.

• Participate in calibration sessions to ensure consistency in quality review standards.

• Maintain current knowledge of the roles, processes, and technical skills of the associates being evaluated.

• Engage in ongoing professional development, including training, branch visits, and industry events.

• Provide excellent customer service in all interactions.

• Perform other related duties as assigned.

Preferred Qualifications

• Suitable remote workspace with high-speed wired internet connection.

• Proven ability to work in a fast-paced environment with changing priorities.

• Exceptional listening, analytical, and problem-solving skills.

• High level of accuracy in processing and reviewing information.

• Self-starter who can work independently and collaboratively in a team environment.

• Proficient in relevant technology and software tools; able to follow technical instructions and guidelines.

• Strong documentation skills for tracking daily activities and system functions.

• Clear and professional verbal and written communication skills, with the ability to interact across all levels of the organization.

Minimum Qualifications

• Associate degree in computer science or related field OR 2 years of related experience in a technical contact center, an Edward Jones Information Systems experience and/or quality assurance experience.

• Basic knowledge of quality assurance tools and processes, specifically Verint and Calarbridge, is preferred.

The hourly rate for this job in this market is $19.23-$20.96. The specific compensation for this role will be determined based on the education, experience, and skill set of the individual selected for this position.

The compensation above is not representative of an employee's total compensation. Beyond income, you have access to, comprehensive medical and dental insurance, retirement savings, life and disability insurance, health care and dependent care reimbursement accounts, certification incentives, education assistance, referral program and much more.

This application window is anticipated to close on or before 09/01/2025.