Monitor, evaluate, and enhance customer service quality across multiple channels including phone, chat, and email. This role ensures interactions meet regulatory requirements and internal standards while identifying opportunities to improve processes, training, and overall performance.
Key Responsibilities
- Perform regular quality assurance audits on agent interactions to assess adherence to protocols and customer service benchmarks
- Lead calibration sessions to align scoring practices across teams and maintain consistency in evaluations
- Analyze customer touchpoints to uncover trends, risks, and areas for operational improvement
- Collaborate with supervisors and leads to resolve complex QA-related issues and support performance development
- Identify gaps in knowledge or workflow and recommend targeted training or process updates
- Maintain up-to-date expertise in contact center systems, compliance standards, and functional workflows
- Meet regular audit quotas and complete special review assignments as directed
- Support front-line operations when needed by engaging in day-to-day tasks
- Build strong working relationships across departments to promote a culture of quality and accountability
- Contribute to special projects focused on enhancing service delivery and technological integration
Qualifications
- High School Diploma or equivalent required
- Proven ability to manage time effectively and work independently with strong attention to detail
- Proficiency in Microsoft Office suite and intermediate skills in Excel or Google Sheets
- Strong analytical mindset with the ability to interpret complex information and communicate findings clearly
- Excellent written and verbal communication skills, with a focus on clarity and professionalism
- Skilled in building relationships and influencing outcomes across teams
- Demonstrated understanding of customer service best practices and quality assurance principles
- Preferred: At least two years of experience in quality assurance or a related role
Work Environment & Benefits
This is an onsite position requiring regular in-person collaboration. The role operates within a culture that values innovation, inclusivity, and continuous growth. Employees enjoy comprehensive medical, dental, and vision coverage, a 401k plan, generous paid time off, and fully paid parental leave for both birthing and non-birthing parents. Additional benefits include pre-tax options for commuting, learning and development programs, 360-degree feedback cycles, and wellness-focused workplace perks such as daily snacks and weekly bagel service.
The organization is committed to equal opportunity and prohibits discrimination based on race, color, religion, gender, sexual orientation, disability, or any other protected status under applicable laws.
