Contact Center Quality Analyst

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

The Chat Quality Analyst (QA) monitors and scores chat transcripts against company rubrics. This role helps improve customer satisfaction (CSAT), reduces errors, and identifies training needs specific to digital and written communication.

Key Responsibilities

• Audit Chat Transcripts: Review a set quota of live or stored chat interactions weekly.
• Evaluate Written Quality: Score agents on grammar, spelling, empathy, tone, typing speed, macro/template usage, and correct problem resolution.
• Track Compliance: Ensure agents follow data privacy rules, security verifications, and official company policies.
• Provide Feedback: Lead one-on-one coaching sessions with chat agents to review scores and explain areas for growth.
• Run Calibration Sessions: Partner with team leads and managers to evaluate the same chat transcripts, ensuring scoring consistency across the team.
• Analyze Performance Trends: Report on key metrics like First Response Time (FRT), Chat Resolution Rate, and CSAT to spot recurring training gaps.

Requirements & Qualifications

• Experience: 1 to 3 years of contact center experience, with specific background in chat or digital customer support.
• Communication Skills: Excellent written and verbal communication skills, with a strong eye for detail and grammar.
• Analytical Skills: Ability to interpret performance metrics and turn data into actionable coaching tips.
• Technical Literacy: Familiarity with CRM tools, live chat software (e.g., Zendesk, Intercom, LiveChat), and QA monitoring platforms.