Customer Success QA Specialist

Job Summary

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