Client Experience QA Analyst

Intuit, Inc.; Seattle (WA); Hybrid; USD 55,000 - 85,000; Full time

Job summary

Intuit, Inc. seeks a Quality Assurance Analyst to evaluate staff interactions, conduct audits, and provide actionable feedback to improve service delivery and compliance.

The role collaborates with supervisors and trainers to design improvement plans and maintain quality standards across client services. The position emphasizes real-time oversight, documentation of findings, and ongoing training support, with a focus on regulatory alignment and operational excellence.

Qualifications

• Must reside in Minnesota.
• High school diploma or equivalent required.
• Experience designing or contributing to performance improvement plans and training initiatives.
• Knowledge of regulatory requirements, quality assurance standards, and best practices in customer service or human services.
• Proficiency in tracking, reporting, and analyzing operational metrics to drive actionable improvements.
• Experience reviewing calls, documentation, or case management activities.
• Strong interpersonal skills to collaborate with supervisors, trainers, operations and leadership.
• Experience providing coaching or performance feedback.

Responsibilities

• Evaluate and monitor the quality of staff interactions with clients and customers.
• Conduct regular audits and reviews of contact records, case management activities, and adherence to workflows and policies.
• Provide timely, constructive feedback to staff and supervisors to improve performance, compliance, and client outcomes.
• Develop and maintain quality monitoring tools, scorecards, and performance dashboards to track trends and identify areas for improvement.
• Collaborate with supervisors and trainers to design coach and develop plans based on performance data.
• Identify systemic issues affecting quality or compliance and help implement process improvements.
• Ensure adherence to regulatory requirements, organizational policies, and contractual standards.
• Document and report findings, trends, and recommendations to management and stakeholders.
• Support ongoing training initiatives by identifying gaps in knowledge, skills, or procedures.
• Participate in continuous improvement initiatives aimed at enhancing service delivery and operational efficiency.
• Provide real-time operational oversight and support to staff as needed.
• Communicate promptly with the Hub Director regarding operational updates and concerns.
• Deliver coaching and guidance to ensure consistent, high-quality customer service.

Skills

Interpersonal skills

Analytical skills

Coaching/feedback

Performance improvement

Training initiative design

Regulatory familiarity

Quality assurance knowledge

Data tracking & reporting

Call/document review

Adaptability

Education

High school diploma

Job description

Intuit, Inc. seeks a Quality Assurance Analyst to evaluate staff interactions, conduct audits, and provide actionable feedback to improve service delivery and compliance.

The role collaborates with supervisors and trainers to design improvement plans and maintain quality standards across client services. The position emphasizes real-time oversight, documentation of findings, and ongoing training support, with a focus on regulatory alignment and operational excellence.