Customer Success QA & Insights Specialist

JDA TSG; United States; Remote; 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 in the United States is seeking a Customer Success Quality Assurance Specialist to architect auditing, compliance, and consistency programs across channels. You will turn raw customer data into actionable improvements and elevate performance quality enterprise-wide.

The role emphasizes creating scorecards, conducting objective reviews, and partnering with leadership to close gaps, reduce friction, and drive data-driven coaching and training.

Qualifications

• 3+ years in Customer Success, Account Management, or Call Center roles.
• 2+ years in Quality Assurance or Analyst roles.
• Experience building quality scorecards and rubrics.
• Experience tracking CSAT, NPS, and internal quality metrics.

Responsibilities

• Audit omni-channel interactions and maintain QA rubrics.
• Perform root-cause analysis and identify process gaps.
• Translate audit data into actionable insights for leadership.

Skills

Quality Assurance

Root-cause analysis

Customer Success metrics

Zendesk experience

Tools

Zendesk

QA platforms

Job description

JDA TSG in the United States is seeking a Customer Success Quality Assurance Specialist to architect auditing, compliance, and consistency programs across channels. You will turn raw customer data into actionable improvements and elevate performance quality enterprise-wide.

The role emphasizes creating scorecards, conducting objective reviews, and partnering with leadership to close gaps, reduce friction, and drive data-driven coaching and training.