Quality Control Analyst, Customer Support

About the role

The Quality Control Analyst, Customer Support is primarily responsible for monitoring, evaluating, and improving the quality and consistency of customer service interactions across phone, email, chat, case management, and related support channels. The Quality Control Analyst partners closely with customer service leadership and cross-functional teams to support quality standards, calibration, reporting, knowledge consistency, continuous improvement initiatives, and targeted learning solutions.

Responsibilities

• Maintains and helps refine quality frameworks, audit documentation, case review processes, knowledge resources, workflow standards, and inquiry management practices.
• Delivers clear, constructive feedback through calibrations, quality reviews, and coaching insights.
• Identifies training and knowledge gaps and partners with team leaders, training, operations, and subject matter experts to help create and support training, coaching resources, and professional development materials.
• Provides light inquiry management support and backup coverage for case management and direct customer support as needed to maintain service continuity.
• Supports the rollout and reinforcement of training content, job aids, and professional development resources based on observed performance trends and identified learning needs.
• Analyzes quality results, customer trends, CRM and case management activity, and recurring defects to identify root causes, improvement opportunities, and risk areas.
• Prepares regular reporting on quality scores, service consistency, escalation patterns, and other performance indicators to support leadership decision-making.
• Monitors and evaluates customer interactions across phone, email, chat, social, and case management channels using established quality standards, audit criteria, and scorecards to assess accuracy, professionalism, compliance, and resolution quality.

Requirements

• Required experience working in CRM and case management environments, with the ability to navigate customer records, case workflows, and service documentation effectively.
• Quality assurance, customer experience, or Salesforce-related certifications are a plus.
• Experience collaborating with operations, training, and cross-functional teams to support calibration, knowledge consistency, and continuous improvement initiatives.
• Understanding of QA methodologies, calibration practices, and audit consistency.
• Advanced Excel and reporting tools for trend analysis, scorecards, and performance tracking.
• Knowledge base, documentation, workflow, and inquiry management tools.
• Presentation and data visualization skills for sharing findings.

Qualifications

• Bachelor’s degree (BA, BS, BBA, etc.) from four-year college or university or equivalent.
• Five (5) years’ experience in customer service quality, quality assurance, support operations, or performance analysis, including hands-on CRM and case management experience.

Skills

• Strong analytical skills with the ability to identify trends, interpret quality data, evaluate root causes, and communicate actionable insights.
• Strong attention to detail, sound judgment, professionalism, and discretion when reviewing sensitive customer interactions and internal performance information.
• Ability to work independently, adapt to changing priorities, and contribute to a culture of accountability, learning, and service excellence.
• Demonstrated ability to review interactions objectively, apply quality standards consistently, and deliver clear, constructive feedback that supports performance improvement.
• Ability to manage light inquiry volume and step in as backup support for case management and direct customer support when operational needs require.

Benefits

• Compensation Range: Annual base salary range is between $66,000 - $80,000.
• Featured Benefits:
• Paid Time Off
• Medical and Behavioral Health Coverage
• Dental and Vision Coverage
• Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs)
• Company-paid life insurance
• Flexible work arrangements
• 12 weeks of paid parental leave
• 401(K) with company match
• Short- and Long-Term Disability for salary continuation
• Health and Wellness Classes and Activities throughout the year

Pay

Annual base salary range is between $66,000 - $80,000.

Schedule

This is a remote, full-time position. Days of work are Monday through Friday. Occasional evening and weekend work may be required as job duties demand.