Call Center QA Analyst

Overview

QA analyst who evaluates and enhances call center support quality and performance.

Key Responsibilities

• metrics analysis
• report generation
• performance monitoring
• quality standards
• kpi strategy
• agent coaching

Tasks

-Analyze all customer service metrics and how the support team’s performance affects those KPIs; -Create reports that reflect support performance; -Report support team’s performance to higher-ups; -Participate in calibration sessions to maintain consistency in internal evaluations; -Assess support interactions based on internal standards; -Monitor customer service performance on the agent and team level; -Maintain and develop internal support and call center quality standards; -Create strategies to improve support KPIs; -Discuss and explain feedback with agents in regular meetings; -Accompany evaluations with meaningful and constructive feedback; -Review a subset of support agents’ conversations (calls, emails, chat, etc) -Map the need for training and onboarding programs and initiate these projects; -Help agents improve their performance with specific instructions and constant support;

Requirements

• excel
• quality assurance
• data visualization
• analytical skills
• customer service
• problem solving

What You Bring

Express Flooring, a leading provider of residential and commercial flooring solutions in multiple states, is seeking highly spirited and dedicated professionals to join our team in various positions. Our mission is to deliver a superior floor covering experience to our customers by offering top-quality products, professional installation, and unparalleled customer service. -Good organizational skills, knowledgeable of goal-setting practices; -Problem-solving capabilities to create meaningful strategies to improve support quality. -Great people skills and ability to communicate (negative) feedback; -Hands-on experience in quality assurance; -Proficient in Excel -Experience in the customer service space; -Examples of data visualization abilities and understanding of support metrics; -Proven track record of analytical skills; -Perception of basic business metrics and how support impacts those;

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Benefits

Compensation Range: $24 USD - $25 USD Full compensation packages are based on candidate experience and relevant certifications. As a rapidly expanding company, we are always looking for ambitious individuals who are not just looking for a job, but a rewarding career. We value problem solvers who are passionate about finding innovative solutions to challenges. At Express Flooring, we care deeply about our employees and strive to provide unlimited potential for growth, job security, highly competitive earnings, and comprehensive benefits packages for our full-time employees.

About Express Flooring

-With a model built around comfort and convenience, they deliver in-home design consultations using a vast mobile showroom stocked for next-day installation. -The company offers a wide range of flooring—carpet, tile, laminate, engineered hardwood, stone and luxury vinyl plank sourced from leading brands. -Supports projects across residential and commercial settings, executing remodels, refits and full-home installations. -Typical jobs range from single room carpet replacements to full-house vinyl plank and tile rehabs completed with free furniture moving and lifetime installation warranty. -A standout feature: eliminates traditional store visits with a 'showroom-to-you' design model, bringing convenience to the customer. -Despite rapid expansion across multiple states, retains a hands-on, service-first narrative guiding each customer interaction.

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