QA Analyst – Customer Support

QA Analyst – Customer Support

Location: United States

Edmentum is the leading provider of K-12 digital curriculum, assessments, and services to 43,000 schools in all 50 states and over 100 countries worldwide. We partner with educators to create instructional technology that is proven, easy-to-use, individualized, and aligned to state standards. Built on a 60-year history of innovation and impact, we believe that when educators succeed, students thrive, everywhere learning occurs.

The QA Analyst is responsible for creating and maintaining quality expectations for all customer communication channels (currently calls and cases). Additionally, the QA Analyst will be responsible for evaluating and coaching employees on quality standards, along with establishing solutions to improve the customer experience.

ESSENTIAL DUTIES AND RESPONSIBLITIES:

• Develop and maintain internal support center quality standards
• Review a sampling of employee’s customer interactions through telephony and CRM platforms
• Evaluate interactions based on internal standards
• Accompany evaluations with meaningful feedback and developmental opportunities
• Surface trends to the leadership team, along with solutions on how to elevate performance
• Attend team meetings and leadership meetings to represent the voice of the customer
• Create strategies to improve/evolve the customer experience
• Create reports/presentations that illustrate performance and present to leadership team
• Conduct calibration sessions with leadership and team members routinely for alignment
• Create new processes as new tools/applications are presented to the team
• Other duties as assigned

EDUCATION and/or EXPERIENCE

• Minimum of 2 years of experience in the Customer Service space
• Proven track record of analytical skills
• Hands on experience in quality assurance
• Great people skills and ability to communicate positive and constructive feedback
• Ability to influence a broad group of people to elevate the customer experience
• Strong communication and presentation skills
• Perception of basic KPIs and how employees impact these metrics
• Ability to make recommendations, execute new standards, and influence change management

Edmentum is committed to maintaining a safe and healthy work environment for our employees, vendors, and guests. Our organization will comply with all COVID-19 vaccination requirements at a site or facility that requires all employees and contractors who will be performing services. The CDC defines fully vaccinated as being two weeks after the second dose of a two-dose COVID-19 Vaccine or two weeks after the single dose of a one-dose vaccine.

Edmentum is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Edmentum’s notice regarding the collection of personal information from interested candidates is available here