Customer Care QA Analyst — Elevate Service Quality

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

Job summary

Paysign, Inc. in Henderson, NV seeks a Customer Care Quality Assurance Analyst to uphold top-tier service in our contact center. You will evaluate CCR calls, monitor quality, and drive improvements with data-driven insights.

You will collaborate with Training & Compliance to design programs, maintain records, and report findings to leadership. The ideal candidate has strong analytical skills, excellent communication, and the ability to work in a fast-paced environment.

Qualifications

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

Responsibilities

• Evaluate calls to assess adherence to policies and quality standards.
• Analyze metrics to identify trends and improvement opportunities.
• Provide data-driven feedback and coaching to CCRs.
• Assist training and compliance to surface performance gaps.
• Maintain records of quality results and trends.
• Prepare QA reports for leadership with findings and recommendations.
• Collaborate with Operations to update process documentation.
• Continuously refine QA processes to improve efficiency.
• Collaborate with cross-functional teams to align QA efforts.
• Perform other duties as assigned.

Skills

Customer care ops

Quality assurance

Data analysis

Feedback coaching

Documentation

Microsoft 365

QA software

Education

High school diploma or equivalent

Tools

Quality-monitoring software

Microsoft 365

Job description

Paysign, Inc. in Henderson, NV seeks a Customer Care Quality Assurance Analyst to uphold top-tier service in our contact center. You will evaluate CCR calls, monitor quality, and drive improvements with data-driven insights.

You will collaborate with Training & Compliance to design programs, maintain records, and report findings to leadership. The ideal candidate has strong analytical skills, excellent communication, and the ability to work in a fast-paced environment.