Chat Quality Analyst: Elevate CSAT & Coach Agents

VXI Global Solutions; Morrow (GA); On-site; USD 50,000 - 70,000; Full time

Job summary

VXI Global Solutions in Georgia seeks a Chat Quality Analyst (QA) to monitor and score chat transcripts against rubrics, helping improve CSAT and reduce errors.

You will audit chats weekly, evaluate written quality for grammar, tone, and template usage, and provide coaching to agents to close performance gaps.

You will run calibration sessions with team leads, track metrics like FRT and resolution rate, and report trends to inform training needs.

Qualifications

• Excellent written and verbal communication skills with strong grammar.
• Ability to interpret performance metrics and translate data into coaching insights.
• Familiarity with CRM tools and live chat software.

Responsibilities

• Audit chat transcripts weekly against rubrics.
• Evaluate written quality, including grammar, tone and template usage.
• Track compliance with data privacy, security rules and policies.
• Provide feedback through one-on-one coaching sessions.
• Run calibration sessions to ensure consistent scoring.

Skills

Communication

Analytical thinking

Attention to detail

CRM tools

Tools

Zendesk

Intercom

LiveChat

Job description

VXI Global Solutions in Georgia seeks a Chat Quality Analyst (QA) to monitor and score chat transcripts against rubrics, helping improve CSAT and reduce errors.

You will audit chats weekly, evaluate written quality for grammar, tone, and template usage, and provide coaching to agents to close performance gaps.

You will run calibration sessions with team leads, track metrics like FRT and resolution rate, and report trends to inform training needs.