Customer Care QA Analyst: Drive Service Excellence

Paysign, Inc.; Henderson (NV); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Paysign, Inc. in Henderson, NV is seeking a Customer Care Quality Assurance Analyst to uphold high standards in our contact center. You will evaluate CCR performance, identify improvement opportunities, and support quality processes that boost customer satisfaction.

You will own call evaluation scoring, collaborate with Training and Compliance, maintain records, and present QA reports to leadership. The role requires strong analytical skills, excellent communication, and the ability to work

Qualifications

• Two years in a customer care environment or one year in QA in a customer care environment.
• High school diploma or equivalent.
• At least 18 years of age.

Responsibilities

• Conduct regular evaluations of calls handled by CCRs to assess adherence to policies and quality standards.
• Analyze performance metrics and KPIs to identify trends and areas for improvement.
• Provide constructive feedback and data-driven coaching based on quality results.
• Collaborate with Training & Compliance Manager to surface performance gaps and inform training design.
• Maintain accurate records of quality evaluation results and trends.
• Prepare and present QA reports to leadership with key findings and recommendations.
• Collaborate with Operations to review processes and suggest documentation updates to Training & Compliance Manager.

Skills

Customer care operations

Active listening

Communication

Data analysis

Quality assurance

Microsoft 365

Education

High school diploma or equivalent

Tools

Quality monitoring software

Job description

Paysign, Inc. in Henderson, NV is seeking a Customer Care Quality Assurance Analyst to uphold high standards in our contact center. You will evaluate CCR performance, identify improvement opportunities, and support quality processes that boost customer satisfaction.

You will own call evaluation scoring, collaborate with Training and Compliance, maintain records, and present QA reports to leadership. The role requires strong analytical skills, excellent communication, and the ability to work