QA Analyst – Customer Experience (Fiber Services)

Ezee Fiber; Houston (TX); On-site; USD 55,000 - 85,000; Full time

Job summary

Ezee Fiber in Houston, Texas is seeking a Quality Assurance Analyst to evaluate customer interactions across our fiber telecom contact center. You will partner with supervisors and operations to drive coaching, performance improvements, and process enhancements.

Responsibilities include monitoring calls, chats, and emails, producing reports, and ensuring adherence to policies and standards in a fast-paced, metrics-driven environment.

Qualifications

• Experience in quality assurance or coaching is preferred.
• Strong understanding of customer service principles and contact center operations.
• Excellent verbal and written communication skills.
• Analytical, organized and able to solve problems effectively.
• Ability to provide constructive feedback professionally.
• Proficient with Excel, Word and PowerPoint; familiar with CRM tools.

Responsibilities

• Monitor and evaluate customer interactions via calls, chats, emails and other channels.
• Conduct timely quality evaluations with consistency and objectivity.
• Provide detailed feedback to supervisors to improve coaching and performance.
• Identify trends in interactions and potential process improvements.
• Participate in calibration sessions to ensure scoring consistency.
• Generate and distribute quality reports, scorecards and analyses.
• Collaborate with Training and Operations to improve procedures and resources.
• Ensure adherence to company policies and call handling procedures.
• Assist in root cause analysis of recurring issues and escalations.
• Document evaluations and coaching recommendations accurately.

Skills

Customer service principles

Verbal and written communication

Analytical thinking

Problem solving

Coaching and feedback

Organizational skills

Team collaboration

Education

High school diploma or GED

Associate degree preferred

Tools

Microsoft Office Suite

CRM systems

Call recording platforms

Quality monitoring software

Job description

Ezee Fiber in Houston, Texas is seeking a Quality Assurance Analyst to evaluate customer interactions across our fiber telecom contact center. You will partner with supervisors and operations to drive coaching, performance improvements, and process enhancements.

Responsibilities include monitoring calls, chats, and emails, producing reports, and ensuring adherence to policies and standards in a fast-paced, metrics-driven environment.