Quality Assurance Analyst

Position: Quality Assurance Analyst at IntouchCX
Elevate customer service quality as a Quality Assurance Analyst itor representatives' performance across voice, email, chat, and social contacts in this dynamic role.

IntouchCX is a leader in digital customer experience. This role requires communication, coaching, and analysis skills to ensure Customer Service Representatives meet high standards. With responsibilities including monitoring, reporting, and participating in team meetings, you will help drive positive change within the organization.

Key Responsibilities:

• Coach CSRs and Tier 2 teams on service quality

• Conduct weekly Quality Assurance and coaching sessions

• Provide real-time floor support and take calls as needed

• Attend meetings with supervisors to review monitoring lists

• Collaborate on escalated issues with Team Leaders

Requirements:

• High school diploma or equivalent

• 1-2 years of Quality Assurance experience preferred

• Proficiency in MS Excel and MS Office required

• Strong verbal and written communication skills

• Ability to multi-task in high-pressure situations

Join IntouchCX to make impactful contributions to customer service quality.
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