Quality Control Analyst

What You'll Do:

As a Quality Control Analyst, you'll play a pivotal role in upholding and enhancing quality standards within our Customer Support organization. Your focus will revolve around overseeing the quality of team members, processes, and technologies.

• Perform comprehensive quality reviews and provide actionable feedback to CS management for targeted coaching opportunities, ensuring continual improvement.
• Monitor team performance metrics to evaluate output quality and enhance the customer experience, identifying trends and devising training strategies for the entire team.
• Lead projects to streamline cross-team and cross-department processes, addressing workflow gaps to drive efficiency and cost savings.
• Conduct routine quality reviews based on customer feedback and trends.
• Ensure maintenance of high customer response quality standards across the organization.
• Generate prescriptive feedback by analyzing performance metrics for individual team members and coordinating coaching initiatives.
• Own or contribute to CS technology-related project work (Salesforce, Talk Desk, Qualtrics, etc.).
• Support testing, communication, and implementation of CS technology improvements and process enhancements.
• Research and recommend strategies for time and cost savings.
• Oversee NPS and CSAT survey processes and associated metrics.
• Stay updated on new products and their impact on team and customer experiences.
• Maintain and update knowledge base as needed.
• Perform additional duties as assigned.

What You'll Bring:

• 3+ years of successful experience in Customer Support or technical/application support, preferably within Software as a Service (SaaS).
• 1+ years of quality-related experience in a customer-facing environment (e.g., case monitoring, CRM technology, CSAT surveys).
• Advanced technical proficiency, preferably in SaaS products, software technologies, system functionality, and data file processing.
• Proficiency in Salesforce with the ability to recommend workflow enhancements.
• Dedication to elevating support standards and methodologies.
• Strong attention to detail.
• Experience with defined operating protocols, system processes, and service level agreements (SLAs).
• Proven mentorship skills and ability to deliver constructive feedback.
• Excellent interpersonal, verbal, and written communication abilities.
• Self-motivated with a positive team player mentality.
• Bachelor's Degree preferred.