Quality Assurance Analyst

About IntouchCX IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change. About the Job We’re changing the way people think about customer service, and we need your help! We’re looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts. As Quality Assurance Analyst, You Will… • Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed • Complete Quality Assurance and coaching session reports on a weekly basis • Provide floor support, which can include actively taking phone calls • Attend and participate in meetings with supervisors and managers to review monitoring lists • Attend and participate in partner and internal calibration meetings • Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers • Report scripting problems or questions from callers to appropriate departments • Distribute partner and company related correspondence to all CSRs/Tier 2 team members • Perform other duties as assigned As Quality Assurance Analyst, You Have… • High school diploma or equivalent (required) • 1 year of front-line contact center experience (preferred) • 1-2 years of Quality Assurance experience (preferred) • Intermediate knowledge of MS Excel, MS Word and MS Office (required) • Ability to type 30 wpm minimum with accuracy • Strong verbal and written communication skills, including spelling and grammar • Excellent organizational and time management skills • Ability to make fair and consistent judgments and decisions • Ability to multi-task under high-pressure situations • Ability to solve problems and offer suggestions in a positive and developmental manner • Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls • Ability to perform basic mathematical functions to ensure scoring accuracy • Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds • Availability to work a variety of shifts including early mornings, afternoons, evenings and holidays is required