Job Description

This is a hybrid roleAt Bluevine, we pride ourselves on our collaborative culture, which we believe is best maintained through in-person interactions and a vibrant office environment. All of our offices have reopened in accordance with local guidelines, and are following a hybrid model. In-office days will be determined by location and discipline.

ABOUT THE ROLE:

As a Quality Assurance Analyst II, you work within your function under your assigned supervisor or lead while operating with increased independence and judgment. You are responsible for evaluating customer interactions, identifying performance gaps, and proactively driving improvements in quality, consistency, and customer experience.

In this role, you are expected to articulate problems clearly and propose actionable solutions to your manager or lead. You play a key role in identifying process gaps, analyzing quality data, and translating insights into meaningful recommendations that improve agent performance and operational outcomes. Translate QA insights into actionable recommendations and track the impact of those improvements in partnership with Operations. You will also contribute to calibration, reporting, and executive-level quality reviews, making this a highly visible and impact-driven role within the QA function.

WHAT YOU'LL DO:

• QA Evaluations & Ownership:
  Conduct audits across calls, chats, and emails to ensure adherence to quality standards, policies, and procedures. Maintain audit accuracy and meet required quotas while demonstrating sound judgment in evaluations.
• Problem Identification & Solutioning:
  Identify quality gaps, process inefficiencies, and performance issues. Clearly articulate problems and propose solutions or recommendations to your manager or lead. Contribute to improving processes, training content, and workflows.
• Reporting & Trend Analysis:
  Own and maintain QA reporting at the agent and manager level. Analyze QA results to identify trends, performance gaps, and opportunities across the contact center. Correlate QA insights with CSAT, customer complaints, and executive escalations to provide a holistic view of performance.
• Executive Escalations QA:
  Review and evaluate all customer interactions tied to executive escalations. Deliver detailed QA reports and provide structured coaching to agents involved. Ensure findings are documented and communicated clearly to support accountability and improvement.
• Coaching & Development:
  Deliver structured, actionable feedback through coaching sessions. Provide clear, behavior-based guidance that drives measurable improvement. Partner with managers and team leads to reinforce performance expectations.

• Calibration & Listening Sessions: Support manager in calibration sessions and listening reviews by identifying relevant calls, contributing to scoring alignment, and ensuring consistency in quality evaluations.
• QA for QA Review QA evaluations completed by other analysts to ensure fairness, consistency, and adherence to standards. Provide feedback, coaching, and direction to QA team members to strengthen calibration and scoring accuracy.
• Continuous Improvement & Collaboration:
• Work cross-functionally to address quality issues and implement improvements. Actively contribute to QA initiatives, process enhancements, and quality frameworks.

WHAT WE LOOK FOR:

Essential:

• 3-4 +years of relevant experience in quality assurance, control, or monitoring
• Strong analytical skills with the ability to identify trends and draw insights from data
  Proven ability to articulate problems and recommend practical solutions
• Experience with QA reporting and performance analysis
• Excellent written and verbal communication skills
• Ability to provide structured, actionable feedback and coaching
• Ability to work independently with minimal supervision
• Strong attention to detail and consistency in evaluations
• Experience in US Banking or financial services

Desirable:

• Experience handling executive escalations or high-risk customer interactions
• Experience supporting calibration sessions and QA for QA
• Familiarity with QA tools, CRM systems, and reporting platforms
• Leverage QA tools, automation, and AI-assisted solutions to improve efficiency and quality insights
• Utilize AI tools (e.g., conversation analysis, auto-scoring, summarization) to support QA evaluations and reporting
• Apply basic prompt engineering techniques to extract insights, analyze interactions, and enhance QA workflows