Quality Assurance Analyst, Global Operations

Conduct audits completed by internal specialists and vendor agents for all lines of business - including email support and moderation. Also conduct other audit types as requested - RCA, Targeted Audits, etc.

Coach internal specialists and vendor Team Leads and graders on behaviors, workflows, and processes

Create, maintain, and update rubrics that effectively measure agent performance

Analyze data to determine how each line of business is performing, as well as present this data to key stakeholders

Identify areas of opportunity for the team and business through trend analysis

Work closely with key stakeholders, as well as our internal and external partners

Build and maintain relationships with our vendor teams to ensure KPIs are being met as well as ensuring accountability when needed 

Execute projects while also ensuring all weekly audits are completed

2+ years experience in escalations and/or operations

A passion for customer experience 

Detail-oriented approach

Strategic & critical thinking 

Highly flexible and adaptable

Ability to multitask and keep up in a fast-paced environment

Outstanding time management and prioritization skills

Strong organizational skills

Positive mindset

Team player