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** + 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. **Posted by:** VMS Sourcing **Specialization:** + Quality Assurance / Safety