Acting as the core architect of communication auditing and compliance enforcement, the remote full-time Customer Success QA Specialist will create and maintain quality assurance scorecards, conduct audits of customer interactions, and translate audit data into actionable performance insights. Key responsibilities Create, maintain, and calibrate quality assurance scorecards and rubrics for omni-channel customer interactions Enforce compliance standards and conduct root-cause analysis to identify and address operational deficiencies Translate audit logs into trend reports for leadership, highlighting training gaps and aligning on scoring standards Required qualifications 3+ years of experience in Customer Success, Account Management, or Call Center environments, with 2+ years in a Quality Assurance or Analyst role Experience building quality scorecards and tracking communication metrics such as CSAT and NPS Ability to conduct root-cause analysis and analyze interaction data using various tools Experience with customer communication platforms like Zendesk Familiarity with customer financial management software or experience building a QA program in a high-growth environment
Customer Success QA Specialist in workfromhome at Unknown Company
This position is listed as full time and able to be worked remotely.