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
Requirements
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.