Quality Assurance Analyst

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

The Quality Assurance (QA) Analyst is responsible for evaluating the delivery of high-quality customer support interactions across Customer Support Organization. This role involves monitoring, evaluating, and providing actionable feedback on quality to improve service delivery, agent performance, and customer satisfaction. The QA Analyst works closely with the QA Supervisor, Support Team Leads, and agents to ensure consistent application of quality standards and to support continuous improvement initiatives within CS Operations.

Key Responsibilities :

• Monitor and evaluate customer support interactions (calls, chats, cases) to assess quality and adherence to internal processes, compliance standards, and customer experience best practices.
• Record evaluations utilizing departmental quality monitoring forms.
• Provide detailed, constructive feedback and coaching points to support teams to improve performance and ensure alignment with QA standards.
• Identify areas for continuous improvement in staff performance, the quality monitoring process itself, processes and metrics on an ongoing basis in a constructive and positive environment
• Contribute to the development, calibration, and continuous improvement of QA evaluation guidelines.
• Collaborate with Supervisors and other stakeholders to drive performance improvements through quality insights.
• Participate in calibration sessions with internal and cross-functional stakeholders to maintain scoring consistency and objectivity.
• Support QA reporting through timely and accurate documentation of quality evaluations, trends, and analysis.
• Assist in special projects and quality-related initiatives.
• And other duties as assigned by management

Competencies :

Qualifications :

Company Benefits

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.

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Note : Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.