Quality Assurance (QA) Analyst

About the role:

As a Customer Care QA Analyst, you will be responsible for monitoring, evaluating, and coaching customer service representatives on customer interactions to ensure they provide exceptional service that aligns with our company standards. You will work closely with teams to identify performance gaps, recommend actionable improvements, and drive consistency in delivering exceptional customer experiences.  This role will play a crucial role in enhancing the performance, achieving KPIs, and aligning with the company's mission and values.  

What you will own:

Reporting to the Quality Assurance (QA) Manager, you will:

• Quality Monitoring

  • Conduct regular quality assessments of customer interactions across various channels (phone, email, chat) to ensure compliance with company policies and procedures.

  • Ensure accuracy, compliance, and customer satisfaction in all interactions.

• Performance Analysis and Feedback

  • Provide constructive feedback and coaching to agents to improve their customer service skills, communication techniques, and adherence to best practices.

  • Partner with managers to identify coaching opportunities and implement development plans.

• Reporting and Insights

  • Analyze performance metrics and trends to identify areas for improvement and develop targeted coaching plans.

  • Maintain accurate records of coaching sessions, performance evaluations, and follow-up actions taken.

  • Offer actionable insights to leadership to inform decision - making and enhance overall operations.

• Collaboration and Calibration

  • Participate in calibration sessions with leadership and stakeholders to ensure consistency in quality evaluations.

  • Collaborate with team managers, trainers and management to implement training programs based on quality assessments and performance data.

• Continuous Improvement

  • Identify process inefficiencies and recommend solutions to improve workflows and customer interactions.

  • Stay updated on industry trends, best practices, and developments in customer service to continuously enhance coaching strategies.

  • Facilitate training sessions and workshops to enhance agent skills and knowledge, focusing on customer engagement and problem resolution.

• Compliance and Best Practices

  • Ensure compliance with company policies, regulatory requirements, and industry standards during evaluations.

  • Act as a subject matter expert on quality standards and customer service excellence within the contact center.

  • Foster a positive and motivating environment that encourages continuous improvement and professional growth among team members.

What you bring to the table: 

• Minimum of 2 years of experience in a customer service role, preferably in a contact center environment.

• Previous experience in a quality assurance or coaching role is highly desirable.

• Strong understanding of customer service principles and practices.

• Excellent verbal and written communication skills.

• Ability to provide constructive feedback and motivate team members.

• Proficient in using quality monitoring tools and customer relationship management (CRM) software.

• Strong analytical skills and attention to detail.

• Ability to work collaboratively in a team-oriented environment.

Bonus points if you: 

• Strong analytical skills with the ability to identify trends and recommend actionable solutions.

• Excellent verbal and written communication skills for providing clear and constructive feedback.

• Strong organizational and time management skills.

• Detail - oriented with a focus on accuracy and compliance.

• Ability to handle challenging situations with professionalism and poise.

• Familiarity with coaching methodologies and adult learning principles.

• Creative problem-solving skills and the ability to think critically.

• Adaptable to change and open to feedback.