Quality Assurance Analyst

About the role

IntouchCX is seeking a Quality Assurance Analyst to monitor and improve the performance of Customer Service Representatives and Tier 2 teams across voice, email, chat, and social channels. You will play a key part in ensuring high‑quality customer interactions and supporting the overall service strategy.

Key responsibilities

• Monitor and evaluate CSR and Tier 2 interactions (voice, email, chat, social).
• Provide coaching and feedback based on quality assessments.
• Prepare weekly QA and coaching reports.
• Offer floor support, including handling calls when needed.
• Participate in meetings with supervisors, managers, and partners to review monitoring results and calibrate standards.
• Research escalated issues and collaborate with team leaders on coaching opportunities.
• Report scripting problems to the appropriate departments.
• Distribute relevant communications to CSR and Tier 2 team members.
• Perform additional duties as assigned.

Required profile

• High school diploma or equivalent.
• Preferably 1 year of front‑line contact‑center experience.
• Preferably 1‑2 years of quality‑assurance experience.
• Strong verbal and written communication, spelling, and grammar.
• Excellent organizational, time‑management, and multitasking abilities.
• Ability 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.