Quality Analyst

Overview

The Service Quality Team creates strategies that are consistent and efficient as client expands globally. Our mission is to build trust and elevate every customer experience by turning quality insights into meaningful change—across people, products, and technology. If you’re currently looking for an exciting and impactful opportunity, then this is for you! We’re looking for people with a passion to solve problems and a zest to empower people to do the best work of their lives. You need excellent attention to detail, and an ability to put yourself in our users’ shoes. We need someone who loves challenges and is adaptable to change.

Responsibilities

• Conduct manual QA evaluations across assigned channels, ensuring accuracy, consistency, and madherence to quality standards
• Apply scoring guidelines to assess customer experience, agent behavior, and resolution quality
• Document evaluation findings clearly, highlighting strengths, gaps, and coaching opportunities
• Participate in calibration sessions to maintain scoring alignment and quality consistency
• Track recurring issues and flag emerging trends to QA leads or B2 partners
• Support coaches by sharing evaluation insights and examples for coaching conversations
• Use QA tools and dashboards to review results and monitor performance within your specialization
• Contribute to quality documentation, playbooks, and examples as needed
• Collaborate with QA peers, leads, and stakeholders to support quality improvement initiatives
• Continuously build knowledge of products, policies, and processes relevant to your assigned scope

Qualifications

What we're looking for:

Quality Evaluation Fundamentals

Conduct consistent, high-quality manual QA evaluations using defined rubrics
Apply sound judgment and attention to detail when scoring interactions

Customer Experience & Service Acumen
Understand core customer experience and service quality principles
Identify behaviors that positively or negatively impact customer outcomes

Analytical Thinking (Foundational)
Spot recurring issues and basic trends from QA reviews
Interpret QA scores and results to support insight sharing

AI & Tool Readiness
Basic understanding of AI-assisted support tools and workflows
Willingness to learn how AI outputs are evaluated for quality and accuracy

Communication & Collaboration
Clearly document findings and communicate QA results constructively
Participate actively in calibrations and team discussions

Growth Mindset & Adaptability
Open to learning new tools, frameworks, and quality approaches
Adaptable to evolving processes and quality standard