Seasonal Quality Assurance Analyst (QuickBooks Live) na Education at Work

EAW is seeking a detail-oriented Quality Assurance Analyst to evaluate the performance of staff, processes, and tools that drive exceptional customer experiences and exceed client expectations. This role is accountable for ensuring compliance with the company’s quality management system and standards while delivering actionable insights that support continuous improvement. The analyst will collaborate within a dedicated QA team to provide accurate data analysis, assess adherence to processes, and deliver credible recommendations that enhance overall performance.This is a seasonal position with an expected end date of April 30, 2026, or sooner depending on the needs of the organization.



Essential Functions

Communicate with operations and training stakeholders by providing critical insights, escalations, data analysis and reporting to meet both internal and client requirements.

Listen to recorded or live call interactions (inbound or outbound) to assess the student’s adherence to the client’s compliance policies and procedures. 

Evaluate calls to ensure proper call handling, use of workflows and compliant tool usage. 

Analyze product knowledge, problem-solving abilities, communication, and navigational skills demonstrated by the student, and record the findings. 

Conduct coaching and feedback sessions based on evaluation results. 

Identify quality alerts such as trends, compliance or quality defects and other areas of opportunity based on evaluation data.

Create a root cause analysis to recommend solutions and best practices for improvement. 

Attend or conduct calibration meetings with the internal team and client to ensure consistency and accuracy of the evaluation process. 

Assist the training team in standardizing onboarding processes and up-skill training material. 

Accurate and timely reporting on a rolling basis per guidance from quality leadership.

Track and maintain quality key metrics, evaluations, and coaching records.

Report quality assurance process changes to stakeholders. 

Subject to audits for development purposes.

Assist in the maintenance of service levels by providing phone coverage if necessary.

Education/Experience

4-year degree in a business-related field preferred.

3+ years bookkeeping/accounting experience

A minimum of 2 years quality assurance experience or equivalent combination of education and experience. 

This position requires QuickBooks Online knowledge, a minimum of 1 year of experience working within QuickBooks Online.

Credentials/Certifications: QuickBooks Online ProAdvisor Certification required. CPA and/or CPB is preferred. 

A minimum of 1-2 years of previous customer service; contact/call center QA experience preferred

Specific Skills

Strong attention to details, critical thinking, possess analytical skills; excellent written and verbal communication skills.

Ability to remain unbiased, professional, and consistent in their findings. 

Ability to build rapport and effective working relationships with peers, clients, and management.

High degree of customer service skills including the ability to perform de-escalation techniques to resolve customer issues. 

Flexibility to adapt to changing priorities and a fast-paced on-site working environment.

Proficient with technology; solid knowledge of computer operations and software.

Intermediate excel proficiency, including the ability to: add/edit/remove formula-based rule formatting, manage data validations, and implement other fail safes to ensure reliable analytical output. 

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