QA Analyst - Customer Service

About the Role

Key Responsibilities

• Complete a required number of quality evaluations of teammate (agent) performance for Athlete Engagement (Customer Service).
• Verify that customer service practices comply with regulatory requirements and internal policies.
• Conduct routine audits on customer interactions to assess adherence to policy and procedure.
• Utilize QA and customer service software platforms such as Medallia Agent Connect, Five9, LivePerson, and Level.AI to collect, analyze, and interpret data on customer interactions.
• Identify performance trends and areas of opportunity based on data analysis.
• Deliver constructive feedback to supervisors based on quality evaluations.
• Support one-on-one coaching sessions with teammates to improve performance and meet quality targets.
• Generate actionable insights, identify knowledge gaps, and share feedback with the Learning & Development team.
• Provide feedback to the operations team regarding behaviors that do not comply with SOPs.
• Establish and refine quality metrics and evaluation criteria aligned with company and department goals.
• Prepare comprehensive reports on quality performance and present findings to Sr. Leadership and stakeholders.
• Participate in cross-functional meetings to discuss quality improvement initiatives.
• Organize and execute QA calibrations with supervisory teams to review calls and chats.
• Work with training and management teams to develop and update training materials based on QA findings.
• Review athlete feedback and satisfaction surveys to identify issues and opportunities for improvement.
• Address compliance issues and collaborate with relevant teams on performance management.

Requirements

• Bachelor's Degree Education (preferred), in Communication, Business, or related field.
• 3-5 years experience in Retail / Customer Service, Contact Center Operations, or a previous QA role.
• Proficiency with QA tools and software such as Call Monitoring and Speech Analytics tools.
• Experience with Microsoft PowerPoint, Word, Excel.
• Knowledge of CRM or Order Management Tools.
• Experience with TEAMS Virtual Training platform and Learning Management Software/Workday.
• Experience with telephone (Five9) and chat platforms (LivePerson).
• Excellent verbal and written communication skills.
• Self-motivated and results-driven.
• Flexible and adaptable to change.
• Strong problem-solving and critical thinking skills.
• Excellent attention to detail and ability to identify patterns and trends.

Nice to Have

• Experience handling agent-level calls/chats to maintain personal knowledge of the role.