Quality Assurance Analyst

• Job Title: Quality Assurance (QA) Analyst
• Job Type: Full-Time Location: Southwest Houston Travel Required: No
• Please Submit Resume to: [email protected]

Position Summary:

• The QA Analyst supports the Quality Assurance team by evaluating various customer interactions to
• ensure compliance with retail energy regulations, internal policies, and company-approved sales and
• service standards. This role focuses on call monitoring results, scoring interactions, documenting
• and escalating findings, reviewing and editing scripting, reviewing and editing QA scoring
• criteria, assisting with coaching feedback to improve agent performance, customer experience, and
• regulatory compliance. This role reports directly to the Manager of Quality Assurance.

• This is an “On-Site” role that requires frequent in-person collaboration with all levels of the
• organization and therefore is expected to be in office the majority of the work week. Remote work
• on an as needed basis will be reviewed for limited durations.

• Key Responsibilities
• The responsibilities include, but are not limited to:
• • Review and evaluate recorded inbound and outbound customer calls for transactions, billing,
• retention, sales. renewals, saves, complaints and other support interactions.
• • Analyze AI QA data for trends and risks and escalate issues and solutions in a timely
• manner.
• • Document QA findings, scores, and coaching notes in a timely and accurate manner.
• • Provide clear, constructive feedback to agents and leadership based on evaluation
• results.
• • Ensure adherence to company policies, approved scripts, disclosures, and PUC compliance
• requirements.
• • Identify compliance risks, trends, documentation gaps, and opportunities for service
• improvement.
• • Participate and/or lead in calibration sessions to ensure scoring consistency and alignment
• across evaluators.
• • Escalate high-risk compliance issues or repeat deficiencies to QA leadership.
• • Maintain confidentiality and integrity of customer data and QA records.
• • Assist the call center trainer during active training sessions.
• • Assist and/or lead the implementation of new and existing scripting updates.
• • Assist and/or lead the implementation of new and existing QA criteria checklist
• updates.
• • Other Duties Assigned on as needed basis: Including, but not limited to, perform additional
• responsibilities as needed to support operations, including special projects, queue assistance, and
• ticket support.
• NOTE: New and alternative QA tools, systems and processes may be implemented, and all QA team
• members are expected to be proficient in navigating and managing QA tools and attend necessary
• training and education as necessary.

• Qualifications & Skills
• • Experience in Retail Electricity markets and call center compliance standards are strongly
• preferred.
• •English/Spanish proficient (bilingual preferred).
• • Call center experience preferred (QA, customer service, or sales).
• • Familiarity with Scorebuddy or similar QA monitoring platforms strongly preferred.
• • Strong attention to detail and ability to follow structured scoring criteria.
• • Excellent listening, documentation, and written communication skills.
• • Comfortable working with call monitoring systems, CRM platforms, and QA software.