Quality Assurance Analyst – Customer Service Monitoring

About the role

IntouchCX is looking for a Quality Assurance Analyst to help improve customer service by monitoring and evaluating the performance of Customer Service Representatives and Tier 2 teams across voice, email, chat and social channels.

Key responsibilities

• Monitor CSR and Tier 2 interactions and record, review, and evaluate contacts.
• Coach agents on quality standards and ensure procedures are followed.
• Prepare weekly QA and coaching session reports.
• Provide floor support, including taking live calls when needed.
• Participate in meetings with supervisors, managers, and partners to review monitoring lists and calibrate standards.
• Research escalated issues and co‑deliver coaching with team leaders.
• Report scripting problems or caller questions to the appropriate department.
• Distribute relevant correspondence to all CSR/Tier 2 team members.

Required profile

• High school diploma or equivalent.
• At least 1 year of front‑line contact‑center experience (preferred).
• 1‑2 years of QA experience (preferred).
• Ability to type at least 30 wpm with accuracy.
• Strong verbal and written communication, including spelling and grammar.
• Excellent organizational and time‑management skills.
• Ability to make fair, consistent judgments and multitask under pressure.
• Willingness to work varied shifts, including mornings, evenings, and holidays.

Required skills

• Intermediate knowledge of Microsoft Excel.
• Intermediate knowledge of Microsoft Word.
• Intermediate knowledge of Microsoft Office suite.