Senior Quality Assurance Analyst

Job ID :   # 25-53804

Title - Senior Quality Assurance Analyst

Duration : 5 months contract on W2

Location- Phoenix, AZ (Hybrid -3 days / wk. - Tuesday required)

About the Role :

We're on a mission to transform our customer support from transactional to truly exceptional. As we transition to delivering Effective, Easy, and Personalized service, we're seeking a highly skilled and experienced Quality Assurance Auditor to join our team. This pivotal role will be instrumental in auditing our offshore contact center operations, ensuring adherence to our new quality framework, and driving continuous improvement in service delivery.

You'll be a key partner in elevating our customer experience, working closely with our offshore QA team to calibrate scoring, identify critical insights, and translate data into actionable recommendations to our support operations team for process, policy, and agent behavior. If you're passionate about customer advocacy, possess a keen eye for detail, and thrive in a dynamic, data-driven environment, we encourage you to apply.

What You'll Do :

• Audit & Evaluate : Conduct daily audits of approximately 10 customer interactions (calls & chats mainly) from our offshore contact center against a new, comprehensive quality framework, focusing on effectiveness, ease, and personalization.
• Calibrate & Coach : Lead calibration sessions with our offshore QA team, ensuring consistent understanding and application of quality standards. Provide coaching and feedback to offshore auditors to enhance their evaluation skills.
• Analyze & Recommend : Analyze audit findings and performance trends to identify root causes of customer pain points, inefficiencies, and areas for agent development.
• Drive Improvement : Develop and present data-backed recommendations for improvements in agent training, customer support processes, internal policies, and product / service enhancements.
• Collaborate : Work closely with offshore operations leadership, training teams, and other stakeholders to implement recommendations and monitor their impact.
• Develop Resources : Contribute to the creation and refinement of quality assurance guidelines, training materials, and best practices.
• Report : Prepare regular reports on quality performance, key insights, and progress against improvement initiatives.

What You'll Bring :

Why You'll Love Working Here :

Skill / Experience / Education

Mandatory

Desired :

Yogya Shukla

Sr. Technical Recruiter

Cell : +1 650.276.3512 ; Office : +1 973.967.3588

Office Address : 360 Mt. Kemble Avenue, Suite 2000, Morristown, NJ 07960

LinkedIn : https : / / www.linkedin.com / in / yogya-shukla-6a4037194 /

Email :   yogya.shukla@artech.com , Website : www.artech.com