QA Analyst I

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QA Analyst I

Providence, Rhode Island

Onsite

Contract

Our direct client is seeking a Quality Specialist – Customer Service for a long-term contract in Providence, RI.

This is a long-term opportunity with a reputable company, offering consistent work, growth potential, and the chance to make a real impact on customer experience and quality standards in a regulated environment. Ideal for professionals seeking meaningful contributions in a structured, team-oriented setting.

Contract Type: Long-Term, Onsite

Location: Providence, RI

Job Summary

Seeking a Quality Specialist to manage the Customer Service (CS) Quality Program for a utility client. This role focuses on monitoring performance, coaching agents, improving processes, and ensuring compliance with internal standards and regulatory requirements.

Key Responsibilities

• Manage call monitoring, coaching, and quality improvement initiatives
• Collaborate with leadership to analyze performance and implement solutions
• Develop training materials, job aids, and customer feedback tools
• Oversee customer satisfaction surveys and reporting
• Conduct audits to drive compliance and operational efficiency
• Support emergency/storm response efforts as required
  
  

Requirements

• 3–5 years of experience in quality assurance or customer service (utility experience a plus)
• Strong understanding of CS metrics, policies, and performance coaching
• Skilled in reporting, data analysis, and documentation
• Excellent communication and organizational skills
• Bachelor’s degree
• Familiarity with RI Energy policies and RI PUC regulations
• Experience in regulated customer service environments
  
  

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