Quality Assurance Analyst

We are seeking a detail-oriented Quality Assurance Analyst to evaluate and enhance customer
interactions across multiple communication channels, including phone calls, emails, chats, and
SMS. In this role, you are responsible for reviewing interactions, providing feedback, and
ensuring compliance with company standards and best practices. The ideal candidate has strong
analytical skills, excellent grammar, and keen listening abilities to help drive continuous
improvement in customer experience.

Key Responsibilities:

• Review and assess customer interactions (phone, email, chat, and SMS) for compliance,professionalism, and effectiveness.
• Provide detailed feedback and coaching points to improve agent performance.
• Track and manage vendor reports related to QA evaluations.
• Participate in collaboration sessions with vendors to discuss trends, findings, and improvement opportunities.
• Identify recurring issues and recommend process enhancements.
• Ensure all evaluations align with company policies, procedures, and customer service standards.
• Maintain accurate documentation of QA reviews and findings.

Qualifications & Skills:

• Strong listening skills with attention to detail.
• Excellent written and verbal communication skills, including proper grammar usage.
• Ability to analyze and interpret performance data.
• Prior experience in quality assurance, customer service, or a related field preferred.
• Proficiency in using Google Docs or Excel is a plus.
• Strong organizational and time management skills.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k with Company Match)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off
• Short Term & Long Term Disability
• Training & Development
• Free Food & Snacks
• Wellness Resources