This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Quality Assurance Analyst (QA) is responsible for monitoring the performance quality of our call center associates who deal with our existing and potential customers. The QAA will monitor inbound and outbound calls, chats, and email responses to assess the associate's demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing call center quality processes and procedures and making recommendations for enhancements to QA and training materials as needed to enhance the overall Hotwire Communications Concierge service excellence experience. Responsibilities - Participate in the design of call monitoring formats and quality standards. - Use quality monitoring data management system to compile and track performance at team and individual levels. - Perform call monitoring and provide trend data to the QA Manager and the Leadership team. - Assist with coaching call center agents to improve call quality and create an exceptional customer experience. - Coordinate and facilitate call calibration sessions for call center leadership staff to maintain consistency and objectivity in scoring and documenting audited customer interactions. - Perform QA audits across multiple channels, including inbound/outbound calls, chats, and email. - Provide actionable data to various internal support groups as needed. - Prepare and analyze internal and external quality reports for management staff review. - Participate in the processes for recurring partner requirements, service levels, reporting, change management, quality assurance, and Key Performance Indicators (KPI’s), including formal reporting requirements and meetings. - Other duties as required or assigned. Qualifications - 2-3 years of call center experience with 1 or more years of quality assurance related experience. - Bachelor’s degree (preferred). - A strong understanding of the contact center environment and the role CX & Quality Assurance. - Working knowledge of Call Center concepts, practices and procedures. - Proficient in Microsoft Office Suite (Word, Excel, PowerPoint and Outlook). - Must embrace company principles and demonstrate understanding of Hotwire’s White Glove culture. - Bi-lingual in Spanish a plus. Benefits - Comprehensive Healthcare/Dental/Vision Plans. - 401K Retirement Plan with Company Match. - Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!). - Paid Volunteer Time. - Paid Parental Leave. - Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service. - Employee Referral Bonuses. - Exclusive Entertainment Discounts/Perks.

• Own and drive end-to-end sales cycles for large QE opportunities (USD 5M+) • Consistently achieve and exceed annual QE revenue targets • Build and maintain a strong pipeline of exclusive and sole-sourced QE deals • Drive long-term managed services, annuity-based, and transformation-led QE engagements • Collaborate with the account Client Partners and enabled channels for QE • Create RFP, RFI, and RFQ responses for QE opportunities • Shape differentiated QE solution strategies covering automation, AI-driven QE, QE for AI, performance engineering testing, data testing, and continuous testing • Drive pricing, commercials, value engineering, and deal structuring • Collaborate closely with capability/practice and delivery teams to create winning proposals • Build trusted advisor relationships with CXOs, CIOs, CTOs, Heads of Engineering, and Quality Engineering Leaders • Act as executive sponsor for strategic QE accounts • Lead executive presentations and contract negotiations • Position QE as a business enabler and AI-led transformation driver • Represent the organization in industry QE forums, conferences, roundtables, and client events • Publish thought leadership content, including blogs, whitepapers, and articles on Quality Engineering, AI in testing, and digital quality trends • Partner with the India practice & capability team and marketing teams on QE branding, campaigns, analyst interactions, and GTM initiatives • Contribute to QE marketing strategies and market messaging • Identify emerging QE trends and influence service offerings and roadmap with the capability development team

• Design, implement, and maintain automated data quality checks to validate accuracy, completeness, consistency, and timeliness across data pipelines and analytics layers. • Implement proactive monitoring and alerting for data pipelines to detect anomalies, schema changes, or data drift. • Validate business logic, calculations, aggregations and filters in BI tools to ensure alignment with business definitions. • Perform end-to-end testing of data pipelines, including ingestion, transformation (ETL/ELT), semantic layers and reporting outputs. • Conduct regression testing for schema changes, pipeline updates, and BI model modifications. • Integrate data quality checks into CI/CD pipelines and production monitoring. • Monitor data freshness, volume, and distribution to proactively detect and alert on failures or quality degradation. • Partner with data engineering, analytics, and product teams to define data acceptance criteria and quality thresholds.

• Support a Power Platform and Azure-based implementation • Focus on data migration and quality assurance • Hands-on testing experience across Power Platform solutions and migrated legacy data