Customer Success Quality Assurance 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

Overview

At JDA TSG, we equip world-class brands with top-tier talent and operational expertise, because we know our people are our true differentiator. As a Customer Success Quality Assurance (QA) Specialist, you will act as the core architect of our communication auditing, compliance enforcement, and consistency analysis programs. We believe technology and customer success operations require relentless standards and objective analysis; your work will turn raw customer interaction data into actionable operational improvements. By auditing omni-channel customer touchpoints, maintaining quality rubrics, and performing deep root-cause analysis, your insights directly elevate performance quality across the entire organization.

Compensation: $62,000 to $72,000

What You Will Do

• Interaction Auditing & Standards Architecture: You will create, maintain, update, and calibrate quality assurance scorecards and rubrics across email, chat, and phone channels. You will conduct regular, objective reviews of omni-channel customer interactions against established performance standards, brand voice guidelines, and compliance protocols. Success is measured by audit completion volume, rubric scoring consistency, and calibration accuracy across leadership syncs.
• Compliance Enforcement & Root-Cause Analysis: You will act as the gatekeeper for messaging standards, privacy regulations, and compliance policies across all customer touchpoints. When metrics drop or communication issues persist, you will investigate systemic operational deficiencies and process breakdowns rather than focusing on surface-level agent faults. Success is measured by audit log accuracy, compliance adherence rates, and the elimination of recurring process defects.
• Actionable Performance Insights & Leadership Alignment: You will translate raw audit logs into executive trend reports that highlight organizational training gaps, coaching needs, and software tooling friction points. You will facilitate calibration sessions with Customer Success Leadership to align on scoring standards, eliminate bias, and maintain objective evaluations. Success is measured by insight implementation rates, reduction in customer friction points, and leadership alignment scores.

Who You Are

• 3+ years of experience in Customer Success, Account Management, or Call Center environments, with 2+ years dedicated to a Quality Assurance or Analyst position.
• Experience building quality scorecards, rubrics, and tracking core communication metrics such as CSAT, Net Promoter Score (NPS), and Internal Quality Scores.
• Demonstrated ability to conduct root-cause analysis, map out process defects, and analyze interaction data using spreadsheets, ticketing systems, or specialized QA platforms.
• Exceptional written and verbal diplomacy skills with experience navigating customer communication platforms (e.g., Zendesk), allowing you to deliver unbiased, evidence-supported evaluations to management without generating interpersonal friction.
• Practical familiarity with customer financial management software or prior experience building a QA program from scratch in a mid-market or high-growth environment.

What We Offer

• Comprehensive healthcare coverage and benefits package
• 401(k) with company match
• Professional development opportunities
• The specific pay rate offered for this role depends on candidate qualifications, relevant experience, technical expertise, and role requirements. Final individual offers are determined through candidate evaluations during the interview process.

Posted Salary Range

USD $62,000.00 - USD $72,000.00 /Yr.