Quality Analyst - Web Hosting | Pooling

Job Description

Key Responsibilities:

Quality Monitoring & Evaluation

• Conduct regular audits of customer interactions, including calls, chats, emails, and other support channels.
• Evaluate agent performance against established quality standards, scorecards, and client requirements.
• Identify trends, gaps, and opportunities for process and performance improvements.
• Ensure adherence to GoDaddy policies, procedures, and customer service standards.

Performance Management

• Provide actionable feedback to agents and Team Managers based on quality assessments.
• Participate in calibration sessions to ensure scoring consistency and accuracy.
• Support coaching initiatives by identifying development opportunities and recommending targeted action plans.
• Collaborate with operations leaders to improve overall team performance.

Reporting & Analytics

• Generate daily, weekly, and monthly quality reports and dashboards.
• Analyze quality metrics, including customer satisfaction, compliance, and operational KPIs.
• Present findings and recommendations to stakeholders and management teams.
• Track quality trends and monitor the effectiveness of improvement initiatives.

Compliance & Process Improvement

• Ensure compliance with client requirements, internal policies, and industry standards.
• Participate in process improvement projects designed to enhance customer experience and operational efficiency.
• Assist in creating and updating quality documentation, scorecards, and evaluation guidelines.
• Support root cause analysis and corrective action planning.

Stakeholder Collaboration

• Partner with Operations, Training, and Workforce Management teams to drive performance excellence.
• Support onboarding and refresher training initiatives based on quality findings.
• Act as a quality advocate by promoting best practices across the account.

Qualifications

Required

• Bachelor's degree preferred or equivalent work experience.
• Minimum 1-2 years of experience in Quality Assurance, Customer Service, Technical Support, or BPO Operations.
• Strong understanding of quality monitoring and coaching methodologies.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
• Ability to interpret data and provide actionable recommendations.
• Strong attention to detail and organizational skills.
• Willingness to work in rotating shifts, weekends, and holidays if required.

Preferred

• Experience supporting technology, web hosting, or domain-related accounts.
• Knowledge of customer experience metrics such as CSAT, NPS, FCR, and QA scores.
• Experience working with quality management tools and reporting platforms.
• Six Sigma, COPC, or Quality Certification is an advantage.

Additional Information

Internal Qualifications:

• Must have FY26 PDP score of Exceeds Expectations (4) or Outstanding (5)
• Tenure of at least 12 months
• No Active DA
• experience in Tech Sales is preferred