Customer Care QA Analyst: Elevate Call Quality & Coaching

Socket.dev; Henderson (NV); On-site; USD 52,000 - 78,000; Full time

Job summary

Socket.dev in Henderson, NV, United States, is seeking a Customer Care Quality Assurance Analyst to uphold the highest standards in contact center operations. You will regularly evaluate CCR calls, score performance, and identify opportunities to raise customer satisfaction.

Role requires strong QA methods, data analysis, and the ability to coach agents with constructive feedback. Collaboration with Operations, Disputes, and Training ensures alignment with company goals.

Qualifications

• 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 old

Responsibilities

• Conduct regular evaluations of calls handled by Customer Care Representatives 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

Skills

Active listening

Communication

Empathy

Patience

Quality assurance

Data analysis

Attention to detail

Independent & collaborative work

Education

High school diploma or equivalent

Tools

Microsoft 365

Quality monitoring software

Job description

Socket.dev in Henderson, NV, United States, is seeking a Customer Care Quality Assurance Analyst to uphold the highest standards in contact center operations. You will regularly evaluate CCR calls, score performance, and identify opportunities to raise customer satisfaction.

Role requires strong QA methods, data analysis, and the ability to coach agents with constructive feedback. Collaboration with Operations, Disputes, and Training ensures alignment with company goals.