Quality Assurance Analyst

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Overview

ZenBusiness is seeking experienced professionals that have a solid customer experience background and are knowledgeable about customer interactions about our products and
services. You’ll need to be an active listener to understand the customer’s needs and evaluate team-member’s resolution for each situation. The successful candidate for this role will be able to have and/or quickly gain a broad understanding of ZenBusiness products and services. The Quality Assurance Analyst will support our Customer Success Teams’ customer experience, compliance and CSAT by evaluating, analyzing and reporting on team member/customer interactions across all queues and channels.

This position will report to the Zenbusiness Customer Success team in a remote role.

Duties & Responsibilities

  • Complete agreed upon number of QA evaluations per day across all channels (phone,
    email, chat)
  • Reports scoring and feedback on the performance and trending of customer success
    team members on a daily basis along with weekly summarization of results.
  • Conducts monthly quality assurance reviews with leadership
  • Researches escalation cases and provides feedback on interaction performance to their
    supervisor/manager.
  • Collaborates with leadership to uphold metrics set by the CS Operations Team.
  • Monitors the implementation of new work processes by the care team when introduced
    Stays up- to-date on metric expectations, compliance and legal requirements, product
    knowledge, processes and team initiatives by queue and channel
  • Helps to better departmental procedures by bringing process improvement
    recommendations to CS leadership and Training where appropriate

Requirements

  • Minimum 1 year of Customer Service and/or Tech Support experience in a contact
    center or other service environment.
  • Ability to keep accurate detailed records.
  • Effective verbal and written communication skills.
  • Strong organizational and time management skills
  • Demonstrated ability to meet deadlines.
  • Ability to work independently and make decisions based on review of data, professional
    knowledge and experience.

Bonus Qualifications

  • Previous Quality Assurance experience
  • Knowledge of Sales Force and/or other CRMs
  • Experience with Google File Stream, Docs, Sheets, and Adobe DC.
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