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Quality Assurance Analyst II | West Des Moines | Full-Time | Minimum 2 Years Experience | $26,000/Year + Bonus

Quality Assurance Analyst II | West Des Moines | Full-Time | Minimum 2 Years Experience | $26,000/Year + Bonus

Job Locations 
US-IA-West Des Moines
Job Post Information* : Posted Date 
Training & Development
Day, Evening and Weekend
Min. Years Experience 
Wage Description 
$26,000/Year + Bonus




Mass Markets is a rapidly growing, industry leading business process outsourcing and software development organization and we are looking for the right candidates to join our world class team. As a Quality Assurance Analyst you’ll be helping ensure all aspects of quality assurance and adherence to client and corporate expectations. Your work is crucial to our continued success, and our compensation package and bonuses reward you for that contribution.


  • Full Medical, Dental & Vision Benefits
  • Paid Time Off and Paid Holidays
  • IRA Options and Life Insurance Options

  • Bonus Potential
  • Great Facilities and Fun Work Atmosphere

  • Positive Team Environment
  • Opportunity for Advancement
 Business Team 1 - Small



At Mass Markets’ we believe our culture is critical to our success as we continue to grow.  It goes beyond recruiting and is bigger than any one person.  People and culture are our competitive advantage and our reason for coming to work each day.  We believe that we best serve our customers and our stakeholders by ensuring that our team is happy, high energy, innovative and driven.  It may be a desk job, but it is far from boring (NOT BORING DESK JOB).  Internally as a team and with our customers and partners, we strive to deliver an exceptional experience.  We are not an ordinary company; we don’t want our people to be ordinary, and that means providing a unique and fun environment, competitive compensation and treating people right.  In everything we do and in the high impact results we deliver, we strive for EXCEPTIONAL. 


Following a short and fun, best in class inside service, sales, and product training, you will jump right into earning bonus, winning contests and having and a great time delivering exceptional as part of our high-performance team.  This a rare opportunity to share in the vision and success of a growing company.  A job that will keep you engaged, smiling and earning more money every year. 



  • You love talking; people even say you should get paid for talking (perfect fit!)
  • You thrive in exciting environments and enjoy a challenge
  • You enjoy earning a bonus when you do a good job
  • You enjoy talking to people and learning new things
  • You believe personality is important in a persona and in a job


In your role as Quality Assurance Analyst, you will be responsible for call monitoring, evaluation, and calibration scoring. This is an analytical position. Your recommendations will be an important factor in improving our productivity. Furthermore, you’ll be educating and training agents and supervisors in order to assure call quality. This is an important position that will allow you to hone your leadership and analytic skills. Additional responsibilities for the Quality Assurance Analyst position include:

  • Oversee all aspects of quality assurance including call monitoring, evaluation, and calibration scoring 
  • Provide coaching, training, and development to contact center agents
  • Educate agents, supervisors, and managers on Quality Assurance process
  • Track and identify reoccurring adherence problems and sales opportunities 
  • Analyze quality and performance trends to provide recommendations for improvement
  • Responsible for scheduling, facilitation, and documentation of regular continuous improvement meetings


Qualified candidates are willing to learn new programs, processes and technology.   Candidates should be positive, driven and confident and represent the company and its customers professionally at all times. The requirements listed below are representative of the knowledge, skill and/or ability required for this position. Primary qualifications include but are not limited to the following:

  • Quality assurance management experience in a call center environment and technologies; specifically, call monitoring and recording systems 
  • Excellent communication, verbal and written
  • Interpersonal skills with the ability to effectively listen and communicate complex information in a clear and concise manner one on one as well as in a group
  • Ability to communicate and partner with other departments in order to identify and assist in the development of improved processes and procedures 
  • Outstanding organization, time management, and software skills (MS Office Suite). 


At Mass Markets we believe that hard work should pay off, so we make sure that our compensation and rewards are exceptional.  Our people are not just employees; they are our business, our most important resource!   Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.  


Employees earn generous paid time off as well as paid holiday’s and paid training opportunities.


Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include cash uploads to company issued Visa card, prizes such as computers, tablets, phones, TV’s, trips, tickets and even cars.


All employees are eligible for MEC medical plans after 30 days and group medical, dental and vision benefits after 90 days.  Optional Roth IRA retirement accounts, Term Life Insurance and Whole Life Insurance plans are available to all employees each open enrollment period. 


As a 15-year old organization and Anything-as-a-Service pioneer, Mass Markets offers comprehensive XaaS solutions for our customers. Beyond traditional customer service, inside sales, telemarketing, and tech support services, Mass Markets provides Managed Services Platform Products (MSPP) specializing in cloud technology, telephony software, and integration on-demand, as well as Multiple Contact Center Software Platform-as-a-Service (PaaS) options. 


Mass Markets operates exclusively in the USA to provide clients with comprehensive security measures, quality control, and extensive experience.


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