Quality Assurance Analyst

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