Customer Experience QA Analyst

Strong attention to detail and a structured approach to reviewing customer interactions Ability to learn and apply quality standards, rubrics, and evaluation frameworks with consistency High coachability Analytical mindset Clear written communication skills Comfort working in a learning-heavy environment Strong sense of ownership, accountability, and quality obsession At least 1 year of experience in a CX Quality Analyst, Quality Assurance, Process Improvement, or related operational role

Audit customer interactions using established QA rubrics and scorecards Document clear, objective audit findings and insights Provide actionable written feedback Differentiate between issues requiring immediate attention and long-term coaching Participate in calibration sessions Identify recurring quality trends, gaps, and root causes