Quality Assurance Analyst

About the role

We are looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and Tier 2 teams, reviewing voice, email, chat and social contacts to ensure high‑quality service.

Key responsibilities

• Coach CSRs and Tier 2 agents on service quality and adherence to procedures.
• Complete weekly QA and coaching session reports.
• Provide floor support, including taking phone calls when needed.
• Participate in meetings with supervisors, managers, and partners to review monitoring lists and calibrate standards.
• Research escalated issues and co‑deliver coaching with Team Leaders and Operations Managers.
• Report scripting problems to the appropriate departments and distribute relevant correspondence to the team.

Required profile

• High school diploma or equivalent.
• 1 year front‑line contact‑center experience (preferred) and 1‑2 years QA experience (preferred).
• Intermediate proficiency with MS Excel, Word and Office.
• Typing speed of at least 30 wpm with accuracy.
• Strong verbal and written communication, organizational and time‑management skills.
• Ability to work varied shifts, including mornings, evenings, weekends and holidays.

Required skills

• Microsoft Excel
• Microsoft Word
• Microsoft Office suite