Customer Service Quality Assurance (QA) Analyst

Role

The Quality Assurance (QA) Analyst is responsible for evaluating AI & human interactions across email, call, and chat channels to ensure consistent quality, compliance, and customer experience standards. This role plays a critical part in managing quality assurance processes and relationships with our Business Process Outsourcing (BPO) partners, driving continuous improvement through coaching, calibration, and performance insights.

The QA Analyst will work closely with internal team leaders and BPO site management to align expectations, identify gaps, and support agent development through structured feedback, coaching sessions, and cross-site calibrations.

Goal ownership

• Ensure all sites reach our QA target of 4.5, globally and per channel

• Ensure 90% of agents pass QA (>4.5)

• Assume a role of Point of Contact for a dedicated site

• Ensure all sites achieve the required targets of assessments per agent and per channel, on a weekly basis

• Assume the POC role by ensuring the data presented during Weekly business Reviews is accurate and reflect your own analysis and ensure the right push are sent to the sites