Service Quality Analyst

This is a fully remote position, open to applicants in Texas.

📋 Description

• Oversee and evaluate interactions via phone, chat, and email utilizing the quality assurance evaluation framework.

• Share quality assessment results with team members to foster coaching opportunities.

• Engage in calibration sessions with Service Delivery and clients to ensure scoring consistency and accuracy.

• Keep precise records and documentation of quality assessments along with suggestions for enhancements.

• Support the creation and implementation of quality training initiatives.

• Assess and review processes to pinpoint trends and offer improvement suggestions.

• Examine customer satisfaction survey results and provide actionable recommendations for enhancements.

• Independently prioritize tasks to meet deadlines with minimal oversight.

• Follow company policies and procedures diligently.

• Achieve or surpass performance objectives related to KPIs.

• Continuously enhance knowledge of quality assurance methodologies, evaluation tools, and changes in products and processes through training and learning opportunities.

• Work collaboratively with other departments as required.

• Maintain a positive, empathetic, and professional demeanor towards customers and colleagues at all times.

• Execute other assigned responsibilities.

⛳️ Requirements

• At least one (1) year of experience in quality assurance, customer service, or a similar field.

• Excellent verbal and written communication abilities.

• Proficient in computer use and relevant software applications.

• Strong critical thinking skills and attention to detail, with sound judgment in assessing interactions against quality criteria.

• Proven integrity, patience, and a results-driven approach to coaching and process enhancement.

• Capability to work collaboratively as part of a team.

🏝️ Benefits

• Competitive compensation.

• Medical, dental, and vision insurance.

• Paid time off.

• Birthday leave.

• Opportunities for skills training and personal and professional growth.

• Experience infinite fun to enable infinite growth.