Quality Assurance Analyst jobs in United States

Join Our Team as a Customer Service Quality Assurance Specialist!

ABOUT US: Come be part of a premier e-commerce company dedicated to delivering outstanding customer experiences! We are seeking a highly detail-oriented Customer Service Quality Assurance Specialist to ensure our support team maintains the highest standards of service.

WHY THIS ROLE MATTERS: As a Customer Service Quality Assurance Specialist, you will play a vital role in evaluating and enhancing the quality of customer interactions. Your insights will directly contribute to improving customer satisfaction and maintaining our reputation for exceptional service.

IDEAL CANDIDATE:

• Minimum of 1 year of experience in a remote or BPO setup.
• At least 1 year of experience as a Quality Assurance Specialist or in any quality-related role.
• Familiarity with tools like Google Sheets, Slack, Gorgias, Shopify, and Zendesk.
• Strong analytical skills with keen attention to detail.
• Excellent communication and collaboration skills.
• Prior experience with ticketing systems and quality assurance tools is preferred.

KEY RESPONSIBILITIES:

• Conduct comprehensive reviews of customer support interactions across all channels to evaluate service quality.
• Ensure customer service representatives adhere to established quality standards.
• Provide detailed, constructive feedback to support agents and team leads.
• Collaborate with team leads to identify areas for agent development.
• Contribute to the creation and refinement of training materials and internal knowledge bases.
• Track and report on QA performance metrics to support ongoing improvements.

WORK HOURS:

• Full-Time, Remote
• Operating on US PST hours

COMPENSATION & PERKS:

• $5 per hour with annual performance-based increases
• Paid Time-Off
• Performance & Recognition Bonuses
• HMO + Dental Coverage
• Company Swag Kits
• Year-End Bonus

HOW TO APPLY: Submit your application using the link below: Apply Here APPLICATION CODE: JAZZHR

If you're passionate about maintaining customer service excellence and have a sharp eye for quality improvement, we can't wait to hear from you!