We are looking for a full-time Quality Assurance Analyst & Trainer to join our high-performing, fully remote Customer Experience team. The role is responsible for monitoring, coaching, and continuously enhancing the quality and effectiveness of customer interactions across all service channels.
Requirements
• Conduct ongoing QA audits of customer interactions across phone, chat, SMS, email, and social channels.
• Score and track agent performance to ensure alignment with quality standards and KPIs, and regularly report performance outcomes to department leadership.
• Analyze QA trends to identify individual and team coaching opportunities.
Benefits
• Salary: $69,000–$75,000 (based on experience)
• Fully remote working position
• Paid time off (PTO)
• Paid annual company holidays
• Your Birthday is a paid vacation day each year — take the day to celebrate your awesomeness!
• 100% company-paid Medical, Dental, and Vision Insurance
• 100% company-paid Life Insurance and Short-Term Disability Coverage
• Employer matching 401K participation
• Charitable contribution match up to $2,500/year
• $100/month Work From Home (WFH) stipend
• Free monthly employee product samples and team discounts
• Fun company social and team-building events (with travel included!)
• Work/life balance
• Professional development opportunities
• Collaborative and innovative work culture
