Offer summary

Qualifications:

High school diploma or equivalent required; associate’s or bachelor’s degree preferred., 1+ years of experience in a contact center environment, preferably in a quality assurance or monitoring role., Strong listening and analytical skills with attention to detail, along with excellent verbal and written communication skills., Familiarity with quality monitoring tools and proficiency in Microsoft Office Suite..

Key responsibilities:

Review and score recorded customer calls against established quality standards.

Document findings and trends, providing constructive feedback to agents and supervisors.

Collaborate with training and operations teams to identify coaching needs and support training initiatives.

Generate and present regular reports on quality metrics, trends, and agent performance.

Job description

MKS2 Technologies, LLC, an award-winning high growth small business, creates innovative and customer-centric technology solutions in the areas of Cyber Security, Instructional Design and Training, Software Engineering and IT Support Services to improve the security and well-being of our clients. Our commitment to excellence and our “Mission First” orientation has resulted in steady growth and an expanding client base across government agencies. We have employees nationwide and for the past three consecutive years were named one of the fastest growing Veteran-owned companies in the nation. Please take a moment to browse through our website and learn more about what it means to serve with MKS2.

Quality Assurance Support Analyst

Salary: $55 - $65K annually with full benefits

Location: Fully Remote

Shift: 40 hours per week – Must be available Monday–Friday 8 am – 6 pm EST

Projected Start Date: July 1st, 2025

We are seeking a detail-oriented Quality Assurance Support Analyst to review and score recorded customer calls against quality standards, document findings and trends, provide feedback, collaborate on training initiatives, and generate reports to ensure service quality, compliance, and continuous improvement.

Role & Responsibilities:

• Listen to and review recorded customer calls to assess agent process against established quality standards.
• Score calls based on predefined criteria, such as adherence to scripts, communication skills, problem resolution, and professionalism.
• Document findings, trends, and areas for improvement in a clear and structured manner.
• Provide constructive feedback and recommendations to agents and supervisors to drive performance improvement.
• Collaborate with training and operations teams to identify coaching needs and support ongoing training initiatives.
• Participate in calibration sessions to ensure scoring consistency and alignment with quality standards.
• Assist in the development and refinement of quality monitoring forms, scorecards, and evaluation processes.
• Generate and present regular reports on quality metrics, trends, and agent performance.
• Stay updated on product knowledge, customer service best practices, and compliance requirements.

Qualifications & Skills:

• High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
• 1+ years of experience in a contact center environment, preferably in a quality assurance or monitoring role.
• Experience with contact center QA platforms (e.g., NICE, Verint, Genesys, Calabrio).
• Knowledge of contact center customer service best practices and compliance standards (e.g., PCI, HIPAA).
• Strong listening and analytical skills with attention to detail.
• Excellent verbal and written communication skills.
• Ability to provide objective, unbiased feedback.
• Familiarity with quality monitoring tools and call recording systems.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Previous work in healthcare is a plus.
• Strong business acumen

Diversity creates a healthier atmosphere: MKS2 Technologies is proud to be an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

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