Customer Success QA Architect & Insights Lead

Jdatsg; United States; On-site; USD 62,000 - 72,000; Full time

Benefits offered by this job

Comprehensive healthcare coverage and

401(k) with company match

Professional development opportunities

Job summary

JDA TSG is seeking a Customer Success Quality Assurance (QA) Specialist to architect and manage auditing, compliance enforcement, and ongoing performance analysis across email, chat, and phone channels.

You will build quality rubrics, conduct objective reviews, and translate findings into actionable improvements. The role emphasizes data-driven insights, root-cause analysis, and collaboration with leadership to elevate customer success metrics.

Qualifications

• 3+ years in Customer Success, Account Management, or Call Center environments.
• 2+ years in a Quality Assurance or Analyst position.

Responsibilities

• Audit omni-channel interactions against established standards, brand voice guidelines, and compliance protocols.
• Enforce messaging standards and privacy regulations, investigating root causes and process gaps.
• Translate audit logs into executive trend reports and drive leadership alignment on scoring standards.

Skills

Quality Assurance

Root-cause analysis

Data analysis

Zendesk experience

Tools

Zendesk

QA platforms

Job description

JDA TSG is seeking a Customer Success Quality Assurance (QA) Specialist to architect and manage auditing, compliance enforcement, and ongoing performance analysis across email, chat, and phone channels.

You will build quality rubrics, conduct objective reviews, and translate findings into actionable improvements. The role emphasizes data-driven insights, root-cause analysis, and collaboration with leadership to elevate customer success metrics.