• QA Analyst I

    Motion Recruitment Partners (Providence, RI)


    QA Analyst I

     

    Providence, Rhode Island

     

    Onsite

     

    Contract

     

    We are seeking a Quality Specialist, where you'll lead customer service quality programs and drive process improvements. This role combines coaching, compliance, and performance analysis to enhance both agent and customer experiences. Ideal for candidates with QA and customer service backgrounds looking to make an impact.

     

    Job Title: Quality Specialist – Customer Service

     

    Job Location- Providence, RI

     

    Job Duration- 7 Months of contractual with the possibilities of extension

    Summary:

    The Quality Specialist is responsible for managing and enhancing the Customer Service Quality Program. This includes monitoring call quality, coaching practices, ensuring compliance, and driving service improvements. The role supports training, reporting, and program execution to align with company and regulatory standards.

    Key Responsibilities:

    Lead and manage the Customer Service Quality Program

     

    Collaborate with supervisors and leadership to refine coaching, performance tracking, and service quality

     

    Oversee call monitoring and quality assessments; identify trends and recommend improvements

     

    Coordinate process updates, training materials, and quality resources

     

    Analyze and report on customer satisfaction survey results and compliance with RI PUC regulations

     

    Support operational audits and contribute to strategic planning

     

    Participate in emergency response/storm roles when needed

     

    May be required to work on-site, remotely, or in a hybrid setting

    Qualifications:

    High school diploma with 3–5 years of experience in quality assurance and customer service; utility experience preferred

     

    Strong knowledge of CS policies, call flow, and performance metrics

     

    Proficient in learning new software and service tools

     

    Skilled in data analysis, reporting, and communication

    Preferred:

    BA/BS degree

     

    Familiarity with Rhode Island Energy’s electric/gas policies, tariffs, and systems

     

    Experience working in regulated environments

    Key Skills:

    Strong communication and interpersonal understanding

     

    Ability to influence and tailor messaging to diverse audiences

     

    Team-oriented with problem-solving and facilitation skills

    You will receive the following benefits:

    + Medical Insurance - Four medical plans to choose from for you and your family

    + Dental & Orthodontia Benefits

    + Vision Benefits

    + Health Savings Account (HSA)

    + Health and Dependent Care Flexible Spending Accounts

    + Voluntary Life Insurance, Long-Term & Short-Term Disability Insurance

    + Hospital Indemnity Insurance

    + 401(k) including match with pre and post-tax options

    + Paid Sick Time Leave

    + Legal and Identity Protection Plans

    + Pre-tax Commuter Benefit

    + 529 College Saver Plan

     

    Motion Recruitment Partners (MRP) is an Equal Opportunity Employer. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre-employment screening. Accommodation will be provided in all parts of the hiring process as required under MRP’s Employment Accommodation policy. Applicants need to make their needs known in advance.

     

    **Posted by:** VMS Sourcing

    Specialization:

    + Quality Assurance / Safety