Customer Experience QA Specialist

Ifas-LLC; Charleston (SC); On-site; USD 49,000 - 61,000; Full time

Job summary

Ifas-LLC in Charleston, SC is seeking a Quality Assurance Analyst to support the Quality Control Program within the Office of Customer Engagement. The role focuses on reviewing employee output, providing performance feedback, and coaching to drive continuous improvement for customer service and payroll support.

Under supervision, you will monitor email interactions, compile performance data, and use approved AI-enabled tools when authorized to improve reports while maintaining confidentiality

Qualifications

• Monitors analysts to ensure accuracy and quality of customer email interactions.
• Provides feedback to analysts on strengths and areas of improvement.
• Uses quality monitoring data to compile and track performance at team and individual levels.

Responsibilities

• Monitors analysts to ensure accuracy and quality of customer email interactions.
• Aids the QA Program Administrator as necessary.
• Provides coaching and on-the-job training to analysts when applicable.
• Provides feedback to team leads and management.
• Recommends updates to Knowledge Base articles and process improvements.

Skills

Quality Assurance

Coaching

Data analysis

Excellent communication

Troubleshooting

Tools

Microsoft Office

Job description

Ifas-LLC in Charleston, SC is seeking a Quality Assurance Analyst to support the Quality Control Program within the Office of Customer Engagement. The role focuses on reviewing employee output, providing performance feedback, and coaching to drive continuous improvement for customer service and payroll support.

Under supervision, you will monitor email interactions, compile performance data, and use approved AI-enabled tools when authorized to improve reports while maintaining confidentiality