Quality Assurance Analyst: Customer Service Coach

Rhysley; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

Rhysley is seeking a Quality Analyst for Customer Service to monitor and audit customer interactions across calls and chats. You will evaluate service quality, adherence to processes, and resolution accuracy, then provide actionable feedback and coaching to agents to raise overall performance.

The role requires 1–3 years of QA experience in a contact center or BPO environment, with strong analytical, communication and reporting skills to produce calibrated QA results and drive continual

Qualifications

• 1-3 years of QA experience in a contact center/BPO environment.
• Graduate in any discipline.
• Strong analytical, communication, reporting and coaching skills.

Responsibilities

• Monitor and audit customer interactions across calls, chats and other channels.
• Evaluate service quality, communication, process adherence and resolution accuracy.
• Provide feedback and coaching to agents.
• Identify quality gaps, recurring errors and compliance issues.
• Prepare QA reports, conduct calibrations and recommend corrective actions.

Skills

Analytical skills

Communication skills

Reporting skills

Coaching skills

Education

Graduate in any discipline

Job description

Rhysley is seeking a Quality Analyst for Customer Service to monitor and audit customer interactions across calls and chats. You will evaluate service quality, adherence to processes, and resolution accuracy, then provide actionable feedback and coaching to agents to raise overall performance.

The role requires 1–3 years of QA experience in a contact center or BPO environment, with strong analytical, communication and reporting skills to produce calibrated QA results and drive continual