Quality Assurance Analyst

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

We’re changing the way people think about customer service, and we need your help!

As Quality Assurance Analyst, You Will:

• Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed
• Complete Quality Assurance and coaching session reports on a weekly basis
• Provide floor support, which can include actively taking phone calls
• Attend and participate in meetings with supervisors and managers to review monitoring lists
• Attend and participa...