Full Description

Company Overview

As one of the Washington Metropolitan-area’s fastest growing IT companies, we are always looking for creative, passionate and, responsible employees. We acknowledge that intelligent, dedicated employees are our greatest asset and are continuously adding to our talented and diverse team. If you feel innovation, integrity, and a drive to deliver are key components to success, we invite you to become Enlightened.

Position Overview

We are seeking a detail-oriented QA Analyst to ensure accurate document processing and maintain high-quality standards. This role involves reviewing work, identifying errors, providing feedback, and supporting both on-site and remote staff.

Position Responsibilities

• • Quality check prerecorded customer service calls to ensure accuracy, compliance, and consistency with program standards.
• Interpret and evaluate call interactions to identify errors, trends, and opportunities for improvement.
• Provide clear and concise feedback to Customer Service Representatives (CSRs) through a web-based evaluation system.
• Collaborate with management to meet contractual metrics and performance requirements.
• Perform occasional call handling during peak call volumes. Maintain documentation and records of call reviews, scoring, and follow-up actions.

Required Qualifications

• High School diploma
• 1-2  years of experience
• Strong attention to detail and accuracy.
• Excellent communication and teamwork skills.
• Experience with QA or document processing preferred.
• Comfortable training and mentoring staff.

Equal Opportunity Statement

Enlightened is proud to be an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, disability, or any other federal, state, or local protected class.