Quality Assurance Analyst & Trainer - Health and Wellness - REMOTE

Stingray Direct; California (MO); Remote; USD 69,000 - 75,000; Full time

Job summary

A leading health and wellness enterprise seeks a Quality Assurance Analyst & Trainer to improve customer interactions and drive training initiatives within their remote Customer Experience team. The role focuses on quality assurance, training development, and supporting frontline agents, offering a competitive salary and comprehensive benefits in a supportive work culture.

Benefits

Paid time off (PTO)

Medical, Dental, and Vision Insurance

Employer matching 401K participation

Work From Home stipend

Professional development opportunities

Qualifications

• Experience in a contact center environment preferred.
• Strong understanding of QA frameworks and contact center operations.
• Excellent written and verbal communication skills.

Responsibilities

• Conduct ongoing audits of customer interactions across various channels.
• Design and deliver training materials for new and existing agents.
• Analyze QA data to inform department strategy and development.

Skills

Quality Assurance

Training

Coaching

Analytical skills

Communication

Education

2-4 years experience in quality assurance

Tools

Google Sheets

Microsoft Excel

Job description

Quality Assurance Analyst & Trainer - Health and Wellness - REMOTE

Quality Assurance Analyst & Trainer - Health and Wellness - REMOTE

This range is provided by Stingray Direct. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$69,000.00/yr - $75,000.00/yr

Stingray Direct is a health and wellness enterprise that builds vitality-conscious brands and delivers innovative products that improve consumers' quality of life. We are looking for a full-time Quality Assurance Analyst & Trainer to join our high-performing, fully remote Customer Experience team.

This key role is responsible for monitoring, coaching, and continuously enhancing the quality and effectiveness of customer interactions across all service channels—including voice, email, chat, SMS, social media, and marketplaces. The Analyst & Trainer will also drive the development and delivery of training programs, oversee order and shipment accuracy processes, and support both frontline agents and leadership with performance insights.

This position plays a critical role in maintaining best-in-class service levels, improving operational processes, and supporting team development, It is part of the Contact Center department and will report directly to the Senior Manager, Contact Center Operations.

Requirements

Quality Assurance & Performance Monitoring

• Conduct ongoing QA audits of customer interactions across phone, chat, SMS, email, and social channels
• Score and track agent performance to ensure alignment with quality standards and KPIs, and regularly report performance outcomes to department leadership
• Analyze QA trends to identify individual and team coaching opportunities
• Deliver direct performance feedback to agents and partner with BPO leadership for accountability
• Facilitate calibration sessions to maintain consistency in quality standards across teams
• Summarize insights on how agent performance affects key metrics like CSAT and Internal Quality Score (IQS)
• Partner with the Senior Manager of Contact Center Operations to inform department strategy, KPI design, and agent goals with quality assurance data and call trends.
  
  

Training, Coaching & Development

• Design, update, and deliver scalable training materials, including video modules and written standard operating procedures (SOPs)
• Conduct onboarding, ongoing education, and skills reinforcement training for new and existing agents
• Conduct individualized coaching sessions using data from QA reviews to support performance improvement
• Support career development and help shape a culture of on-brand customer-centric excellence across the team.
  
  

Order & Shipment Accuracy Support

• Partner with the Contact Center Managers on fraud and order verification reviews
• Assist with exceptions in order processing, including held orders, backorders, and shipping issues
• Collaborate directly with the VP of Operations and 3PL partners to resolve fulfillment concerns
• Manage escalated customer returns, reviewing outcomes, and surfacing trends for process improvement.
  
  

Customer Interaction & Escalation Management

• Respond to customer inquiries on social platforms, marketplaces (Amazon, Walmart), and VOC channels
• Address escalated service issues with professionalism, empathy, and quick resolution
• Occasionally, during periods of high volume, assist with answering phone, email, chat, or SMS channels
• Assist with monitoring real-time call queues and provide support to minimize wait times and optimize agent allocation.
  
  

Operational Flexibility & Business Continuity

• Schedule: Friday - Tuesday, Off Wed & Thurs
• Provide weekend and overflow support to ensure consistent service delivery during peak periods
• Act as a backup for critical daily operational tasks as needed
• Participate in special projects, research initiatives, or cross-functional task forces supporting strategic goals
• Contribute to leadership decisions through insights from QA data and customer feedback loops
  
  
  

Qualifications

• 2-4 years of experience in quality assurance and/or training within a contact center environment, specifically in an e-commerce or other consumer-facing business
• Strong understanding of QA frameworks, training methodologies, and contact center operations
• Familiarity with e-commerce platforms (e.g., Shopify, Amazon, Walmart), CRM systems, and reporting tools, including Google Sheets or Microsoft Excel
• Excellent written and verbal communication skills in English, with the ability to lead training and deliver feedback constructively
• Highly organized and self-directed, able to manage multiple priorities in a fast-paced remote setting
• Analytical mindset with a keen eye for trends, patterns, and process optimization opportunities
  
  
  

Benefits

What do you get for being so cool and joining our team?

• Salary: $69,000-$75,000 (based on experience)
• Fully remote working position
• Paid time off (PTO)
• Paid annual company holidays
• Your Birthday is a paid vacation day each year — take the day to celebrate your awesomeness!
• 100% company-paid Medical, Dental, and Vision Insurance
• 100% company-paid Life Insurance and Short-Term Disability Coverage
• Employer matching 401K participation
• Charitable contribution match up to $2,500/year
• $100/month Work From Home (WFH) stipend
• Free monthly employee product samples and team discounts
• Fun company social and team-building events (with travel included!)
• Work/life balance
• Professional development opportunities
• Collaborative and innovative work culture
  
  

Stingray Direct is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Non-profit Organizations and Primary and Secondary Education

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