Quality Assurance Analyst, Customer Service (Contact Center)

News Corp.; Honolulu (HI); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Healthcare Plans

Paid Time Off

Retirement Plans

Dental & Vision

Education Benefits

Maternity/Paternity Leave

Family Care Benefits

Commuter Program

Subscription Discounts

Employee Referrals

Job summary

Dow Jones is seeking a Quality Analyst to evaluate agent responses, manage evaluations, and report QA metrics. You will ensure adherence to QA standards across channels and train new staff globally.

The role requires strong Excel skills, MS Office proficiency, and the ability to analyze data and communicate findings effectively. Travel to contact centers may be required, and weekend oversight could be needed.

Qualifications

• Experience as Quality Analyst in a customer-facing environment or similar QA activities.
• Strong MS Office skills, especially Excel; proficient with large spreadsheets.
• Proficient in Google Suite; capable of data analysis and reporting.
• Strong business writing skills; able to communicate clearly.
• Good collaboration skills across teams and services.
• Willingness to travel and visit contact centers as needed.
• Weekend oversight and crisis management may be required.
• High School diploma or equivalent is required.
• Experience in coaching and developing team members is preferred.
• Excellent presentation and knowledge transfer abilities are desirable.

Responsibilities

• Evaluate and review the quality of agent responses to ensure service standards.
• Oversee weekly and monthly QA evaluations.
• Follow existing QA Criteria Documents for channel interactions.
• Deliver monthly statistics and error reports to management.
• Develop calibration approaches to align with auditors.
• Create and report errors and coaching opportunities for improvement.
• Handle ad hoc requests and additional assignments.
• Educate new Customer Service personnel on the QA program globally.

Skills

Analytical abilities

Business writing

Collaboration

Willingness to travel

Weekend/shift adaptability

Education

High School diploma or Equivalent

Tools

MS Office

Excel

Google Suite

Job description

About Us

Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 130 years and today has one of the world’s largest news‑gathering operations globally. It is home to leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Barron’s, MarketWatch, Mansion Global, Financial News, Investor’s Business Daily, Factiva, Dow Jones Risk & Compliance, Dow Jones Newswires, OPIS and Chemical Market Analytics. Dow Jones is a division of News Corp (Nasdaq: NWS, NWSA; ASX: NWS, NWSLV).

About the Role

The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people. Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including the Wall Street Journal, Barron’s, MarketWatch, Dow Jones Factiva and Dow Jones Risk & Compliance. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction. You will report to the Sr. Manager, Training & QA in the Princeton, New Jersey office. We encourage anyone that wants to join us in our mission to apply.

Responsibilities

• Evaluate and review the quality of agent contact responses to ensure acceptable service standards are met.
• Includes the management of weekly/monthly evaluations.
• Work in compliance with all existing QA Criteria Documents for all channel interactions.
• Deliver monthly statistical and error reporting to share knowledge with the management team.
• Develop contact calibration approaches to foster alignment with stakeholder auditors.
• Create, assign and report errors and coaching opportunities to promote improvement in overall agent performance.
• Handle and track ad hoc requests and additional assignments.
• Educate all new Customer Service personnel on the Quality Assurance Program globally.

Qualifications

• At least one year of experience performing a Quality Analyst role in a similar environment or equivalent quality assurance activities in a customer‑facing role.
• Strong MS Office skills – particularly Excel (can maintain complex spreadsheets).
• Skillset with Google Suite of Products.
• Strong analytical capabilities. (Previous experience with data analytics is desired.)
• Strong business writing skills.
• Strong soft skills for effective collaboration with colleagues and teams across services.
• Willingness to travel, the expectation will be that this role may require regular visits to each contact center when travel is lifted.
• Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management.
• A High School diploma or Equivalent.
• Experience in coaching and developing team members (preferred).
• Excellent presentation and knowledge transfer skills (preferred).

Benefits

• Comprehensive Healthcare Plans
• Paid Time Off
• Retirement Plans
• Comprehensive Medical, Dental and Vision Insurance Plans
• Education Benefits
• Paid Maternity and Paternity Leave
• Family Care Benefits
• Commuter Transit Program
• Subscription Discounts
• Employee Referral Program