Customer Support – Quality Assurance Analyst

As a Quality Assurance Analyst, you play a crucial role in elevating our customer service standards and driving the consistent improvement of our operational processes. Reporting to the Quality Assurance Manager, you will monitor and evaluate customer interactions across casework, phone, email and chat.

Responsibilities:

• Utilize Salesforce to meticulously evaluate customer interactions based on structured scorecards.
• Review cases to identify emerging trends and areas for improvement, collaborating with agents and leadership to implement enhancements.
• Offer coaching, constructive feedback, and host office hours as needed to guide and support agents.
• Develop and deliver training sessions on QA processes and best practices.
• Collaborate cross-functionally to ensure QA procedures remain up-to-date and aligned with evolving products and processes.
• Analyze data and metrics to pinpoint opportunities for enhancing the Member Support process.
• Periodically assist the MS team as needed with calls or chats during high volume spikes.

Qualifications:

• 1+ years of experience in a QA Analyst, Subject Matter Expert or Senior Support Specialist role within a high-volume call center environment.
• Exhibit a strong understanding of support best practices, coupled with the ability to conduct high-level evaluations and assessments of customer interactions.
• Demonstrate exceptional communication and interpersonal skills while maintaining an impartial and optimistic perspective when evaluating and auditing agents’ work.
• Proficient in handling both inbound and outbound calls, composing emails, and following up with members to ensure resolution.
• Possess excellent analytical skills and a proactive problem-solving approach.
• Exhibit a results-oriented mindset with the ability to work effectively both independently and as a collaborative team member.

Desired Skills:

• Experience with Salesforce.
• Experience with Google Workspace including Sheets.
• Experience with public speaking and presenting.
• Knowledge of the hospitality industry.

Cash compensation:

• Final offer amounts are determined by multiple factors, including prior experience and expertise. ($45,000 – $58,000)