Securus Technologies

Quality Analyst I

Job Locations US-FL-Miramar
Job ID
# of Openings
Office and Administrative Support


The primary function of the Quality Analyst I is to review and perform a visual audit of JPay products and services as requested by the department of corrections. This includes but is not limited to Video Visits, VideoGrams, and mail attachments. Quality Analysts will be responsible for screening video services to ensure that violations which occur are appropriately flagged, tracked and reported to JPay so as to notify corrects staff of what has occurred with specific actionable information. JPay products and services which contain violations as specified by the department of corrections are to be tracked and reported on, capturing the customer's name, account ID, specificity of reason "clean or violation" accompanied by comments outlining why a JPay product or services was flagged as a violation. This information is be reviewed weekly, and the Quality Analyst I is expected to take immediate action and notify internal JPay leadership in the event that a product or service violation occurs which places either JPay, the Department of Corrections, or the customer(s) at risk.


  • Review JPay products and services as assigned by customer service leadership
  • Generate reporting as needed which captures any violation-related information to report to both clients and internal customers
  • Resolve and/or forward escalated violations from video visitations, VideoGrams, and mail attachments to client services when necessary
  • Provide customer satisfaction through effective and timely resolution of internal customer inquiries
  • Demonstrate consistently positive and cooperative behavior with internal customers, clients, peers, and JPay leadership Team
  • Execute special projects as assigned by JPay customer service leadership "SharePoint Folder Video Service Escalations¬Ě"
  • Perform Music Scrubbing to ensure no top trending prohibitive images or explicit music titles become widely available for purchase at the JPay kiosk
  • Provide Call Center support during and after process changes
  • Serve as the customer service resource for all policy, procedure, and video review service related questions
  • Ability to maintain consistent and punctual attendance to align with company attendance policies and procedures
  • Schedule flexibility required
  • JPay products and services as screened by the QA Analyst will be evaluated regularly to ensure that all customer and inmate activities that violate guidelines set forth by the department of corrections are to be appropriately documented, outlining any/all questionable activities which occurred.


  • High School Diploma
  • 1-3 years Customer Service Experience


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.


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