About the Job
We’re redefining customer service, and we need your expertise to make it happen!
We’re searching for a Quality Assurance Analyst to monitor the daily performance of our Customer Service Representatives (CSRs) and Tier 2 teams (CSA/CX) by reviewing and evaluating interactions across Voice, Email, Chat, and Social channels.
As a Quality Assurance Analyst, You Will…
- Coach CSRs and Tier 2 teams on service quality to ensure adherence to established procedures.
- Complete weekly Quality Assurance assessments and coaching session reports.
- Participate in meetings with supervisors and managers to review monitoring results.
- Attend and contribute to calibration meetings with both internal teams and partners.
- Investigate escalated issues and collaborate with Team Leaders and Operations Managers to identify coaching opportunities.
- Report any scripting issues or caller concerns to the relevant departments.
- Distribute partner and company-related updates to CSRs and Tier 2 team members.
- Perform additional duties as assigned.
As a Quality Assurance Analyst, You Have…
- High school diploma or equivalent (required).
- 1 year of front-line contact center experience (preferred).
- 1-2 years of Quality Assurance experience (preferred).
- Proficient in MS Excel, MS Word, and MS Office (required).
- Typing speed of 30 wpm minimum, with accuracy.
- Strong verbal and written communication skills, including spelling and grammar.
- Excellent organizational and time management abilities.
- Capacity to make fair and consistent judgments.
- Ability to manage multiple tasks under pressure.
- Positive and solution-oriented approach to problem-solving.
- Ability to analyze and score CSRs/Tier 2 calls based on customer interactions.
- Basic math skills to ensure accurate scoring.
- Ability to work effectively with employees at all levels and engage with individuals from diverse backgrounds.
- Flexibility to work a variety of shifts, including days, afternoons, evenings, and holidays.