Job Summary
A company is looking for a Quality Assurance Analyst.
Key Responsibilities
- Monitor and evaluate customer interactions to ensure adherence to service standards and drive continuous improvement
- Review cases and identify trends to enhance Member Support processes through collaboration with agents and leadership
- Provide coaching, feedback, and training sessions on QA processes and best practices to support agent performance
Required Qualifications
- 1+ years of experience in a QA Analyst, Subject Matter Expert, or Senior Support Specialist role in a high-volume call center
- Strong understanding of support best practices and ability to conduct evaluations of customer interactions
- Proficiency in handling inbound and outbound calls/emails with analytical problem-solving abilities
- Familiarity with Salesforce, Replicant, and Google Workspace is a plus
- Experience in public speaking and knowledge of the hospitality industry is advantageous
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