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.