Customer Support Quality Analyst

About This Role

Conduct quality assurance evaluations of customer support interactions by performing audits, analyzing root causes of metric misses, and providing feedback to ensure consistent quality measurements.

Responsibilities

• Conduct QA evaluations of agent output using QA forms or scorecards
• Perform deep dives on incoming request accuracy and overall customer experience handling
• Conduct root cause analysis and data calibration with the team, client, and internal stakeholders
• Conduct health checks on the team for process refreshers based on errors and provide recommendations to the Training Team
• Act as liaison with Managers and Team Leads to ensure consistent quality measurements
• Participate as a project team member in problem prevention and continuous improvement projects
• Act as escalation point of contact for process questions, issues, and resolution
• Provide QA progress reports to Team Leads
• Conduct coaching sessions to assist team leads when required
• Analyze Customer Satisfaction Survey results and recommend improvement efforts
• Administer the QA issue repository and ensure all escalations are properly addressed

Requirements

• Minimum 2 years of contact support experience or concierge services
• Minimum of 6 months’ experience in a quality role
• Ability to work onsite in San Antonio, TX
• Flexibility to work any shift including weekends and holidays
• Pass English Assessments with a minimum score of B2 for written and C1 for spoken portion

Qualifications

• Minimum 2 years of contact support or concierge services experience and minimum 6 months in a quality role.

Nice to Have

• Excellent communication and interpersonal skills
• Strong organizational and administrative skills
• Participate and lead calibration sessions
• Basic understanding of how Gen AI and LLM behave and self-correct
• Knowledge or experience in user acceptance testing/UX impact product development

Skills

* Required skills