Customer Experience QA Analyst

About the Team:
CX Excellence Architects are in charge of designing and improving the quality of our service by focusing on training and QA. Utilizing CX data points, they identify areas of improvement in team performance, procedures, and the customer journey map, with our north star being CX Retention.
The role:
The CX QA Analyst is a foundational role within the CX Excellence Team, focused on evaluating the quality of customer support interactions. This position is ideal for someone early in their QA or process improvement career who is passionate about quality, consistency, and customer-centric service delivery.
In this role, you will analyze customer support interactions to assess adherence to processes, policies, and CX best practices. You will provide structured, actionable feedback on both how the interaction was handled and what was delivered—ensuring accuracy, clarity, empathy, and consistency. The role includes a structured ramp-up period with close coaching and c...