Customer Care Quality Assurance Analyst

The Customer Care Quality Assurance Analyst ensures the highest standards of customer care are maintained within contact center operations. This role is responsible for evaluating representative performance, identifying areas for improvement, and supporting quality processes that enhance customer satisfaction. QA Analysts own the call evaluation and scoring function; training delivery and SOP authorship sit with the Training team.

Essential Functions and Responsibilities

• Conduct regular evaluations of calls handled by Customer Care Representatives (CCRs) to assess adherence to company policies, procedures, and quality standards.
• Analyze performance metrics and KPIs to identify trends, patterns, and areas for improvement for individual CCRs and the broader Customer Care team.
• Provide constructive feedback and data-driven coaching to CCRs based on quality evaluation results, focusing on skill development.
• Collaborate with the Training & Compliance Manager and supervisors to surface performance gaps and inform training program design; QA Analysts identify gaps, Training owns the program response.
• Maintain accurate records of quality evaluation results, trends, and improvement initiatives.
• Prepare and present comprehensive QA reports to leadership highlighting key findings and recommendations.
• Partner with Operations personnel to review existing processes and recommend documentation updates to the Training & Compliance Manager; QA Analysts do not draft or maintain SOPs.
• Continuously review and refine quality assurance processes and procedures to optimize efficiency and effectiveness.
• Collaborate cross-functionally with Operations, Disputes, and Customer Care to align QA efforts with organizational goals.
• All other duties as assigned.

Required Skills and Abilities

• In-depth understanding of customer care operations, including call-handling processes and performance metrics.
• Exemplary soft skills: active listening, communication, empathy, patience, flexibility, positive attitude, and conflict resolution.
• Proficiency in quality assurance methodologies, tools, and techniques.
• Strong analytical skills with the ability to interpret data, identify trends, and make data-driven recommendations.
• Excellent verbal and written communication skills, including the ability to provide constructive feedback.
• Detail-oriented with a focus on accuracy and precision in evaluating performance and maintaining records.
• Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and deadlines.
• Proficiency in Microsoft 365 and experience with quality-monitoring software/systems

Minimum Qualifications

• Minimum of two years of experience in a customer care environment OR at least one year of experience in quality assurance in a customer care environment
• High school diploma or equivalent
• At least 18 years of age

Supervisory Responsibilities/Accountabilities

• This position does not have supervisory responsibilities/accountabilities.

Working Conditions

• Work is performed within an indoor office environment utilizing standard office equipment.
• General office environment physical requirements include sitting, extensive use of computers and keyboards, lifting of less than 20 pounds plus walking and standing for long periods of time.
• Travel: This position does not normally require overnight travel.
• Remote Work: This position is not eligible for remote work.