Customer Service Quality Auditor

Permanent Employee, Full-time, Remote, PST Shift

Job Summary:

We’re seeking a highly motivated, detail-oriented Customer Service Quality Auditor to support our Data Quality & Visualization Specialist. You’ll own quality-assurance audits, data validation, reporting, and operational analysis—ensuring data accuracy, insightful dashboards, and actionable recommendations that elevate customer-service performance.

Responsibilities:

  • Quality-Assurance Audits

    • Conduct regular QA audits to verify accuracy and adherence to standards.

    • Identify error patterns; document findings to drive process improvements.

    • Participate in calibration sessions to maintain consistent scoring.

    • Analyze QA review logs and error-detection rates; track flagged tickets (agent, reason, coach feedback).

    • Support audit preparation, compliance checks, and supplemental audits after product/SOP training.

  • Data Management

    • Track, clean, validate, and organize datasets for accuracy and consistency.

    • Run random-sample audits and maintain database integrity (SQL, BigQuery, Looker, Excel).

    • Support automated data-collection tools and export weekly CSAT / conversation data.

  • Reporting & Data Analysis

    • Create and update dashboards; review visualizations for accuracy.

    • Analyze CX KPIs (handle time, FCR, CSAT) and correlate with audit findings.

    • Identify trends, conduct root-cause analysis, and provide actionable insights.

    • Forecast behavioral patterns and assume reporting duties as directed.

    • Deliver deep quality feedback for coaching sessions.

  • Operational Insights & Strategic Planning

    • Benchmark performance against industry standards; recommend process improvements.

    • Assist with capacity-planning analysis and business-case development for new initiatives.

  • Collaboration & Communication

    • Work closely with the Data Quality & Visualization Specialist and cross-functional teams.

    • Participate in team meetings, calibration sessions, and ad-hoc data requests or special projects.

Requirements:

  • 5+ years’ quality-assurance experience in a technical e-commerce or BPO environment.

  • Proven background in data analysis or QA, with strong analytical and problem-solving skills.

  • Proficiency with data tools: SQL, Excel, Looker, BigQuery (or similar).

  • Excellent written and verbal communication; strong attention to detail and accuracy.

  • Ability to work independently and collaboratively in a fast-paced setting.

  • Bachelor’s degree preferred.

  • Experience with Kustomer, Aircall, HiOperator (or other CX QA platforms) preferred.

  • Familiarity with TCPA, CASL, or similar compliance standards preferred.

  • Certification in quality assurance or related fields.