Quality Assurance Analyst — Elevate Customer Experience

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

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.