Quality Assurance Analyst

Overview

Role involves reviewing and grading customer service interactions to enhance support quality.

Ideal candidate should have over a year of quality assurance experience in call-center or technical support environments.

Locations

• Philippines

Requirements

• 1+ year experience in quality assurance
• Solid understanding of Kajabi's platform
• Strong understanding of customer service metrics

Responsibilities

• Analyze quality of agent interactions
• Provide feedback to agents and management
• Collaborate with teams to streamline processes
• Drive process standards for service delivery
• Suggest strategies for improving support KPIs
• Prepare and analyze metrics for service quality
• Compile QA reports
• Participate in calibration sessions

Benefits

• Fitness incentives package
• Company funded mental health resources
• Wellness perks
• Casual dress code