Sr Quality Assurance Analyst

About the Role

Key Responsibilities

• Audits customer interactions across CXO to evaluate quality, policy adherence, and customer experience
• Provides actionable, structured feedback to advocates and frontline teams via internal Quality Management System
• Collaborates with CXO Leadership to identify coaching opportunities and close training or performance gaps
• Analyzes audit and support performance data to identify patterns, root causes, and improvement opportunities across lines of business
• Creates and maintains dashboards and reports using advanced Excel, Google Sheets, and SQL to provide visibility into quality trends and performance insights
• Synthesizes audit findings and performance data into compelling, actionable insights for leadership and cross-functional stakeholders
• Presents data narratives to CXO leadership and partner teams to influence QA strategy and drive operational change
• Contributes to the design and optimization of QA scorecards, metrics, and performance frameworks aligned to business goals
• Supports the implementation and enhancement of AI-enabled QA tools, focusing on measurement and adoption
• Prepares internal and external quality audit reports for team and leadership review
• Participates in regular calibration sessions with the Quality team and operational leaders to maintain consistency and shared standards
• Helps drive the Quality Assurance team's success by contributing to team goals
• Mentors and coaches fellow Quality Assurance team members to support ongoing development and promote a culture of continuous improvement

Requirements

• Bachelor's Degree or equivalent experience
• 3+ years of experience in a Quality Assurance or Quality Analyst role in a high-volume contact center
• Proven ability to conduct detailed quality audits across multiple channels (chat, email, voice) and back office teams
• Strong analytical skills with experience identifying trends and recommending improvements based on performance data
• Advanced proficiency in Excel and Google Sheets (e.g., pivot tables, conditional logic, lookups, array formulas)
• Experience designing or maintaining QA dashboards or scorecards
• Excellent written and verbal communication skills, including the ability to present insights and tell a clear story using data
• Ability to multitask, prioritize, and manage time effectively in a fast-paced, cross-functional environment
• Strong understanding of support metrics and customer experience KPIs
• Demonstrated experience giving actionable, empathetic feedback to customer-facing teams

Nice to Have

• SQL experience or ability to extract and analyze data from large datasets
• Familiarity with QA tools such as MaestroQA
• Experience working with or auditing BPO/offshore teams
• Exposure to AI tools or initiatives related to customer support quality
• Prior experience working in a financial services or fintech company

Qualifications

• None specified beyond requirements; formal educational background is a Bachelor's Degree or equivalent experience

Benefits & Perks

• 100% paid employee health, dental, and vision plans (HMO, PPO, or HDHP)
• HSA & FSA accounts
• Life Insurance, Long & Short-term disability coverage
• Employee Assistance Program (EAP)
• 11+ Observed holidays and wellness days and flexible time off
• Employee Stock Purchase Program with employee discounts
• Wellness & Fitness initiatives
• Employee recognition and referral programs
• And much more