QA AnalystThumbtack

About the Quality Team
We're a global team of quality assurance professionals out on a mission to drive the best experiences for our customers and professionals. Our mandate is to drive a consistent, scalable experience, and accelerate business performance through quality assurance and transaction monitoring.
About the Role
As a part of the Quality team, you will have the opportunity to make an impact on improving the performance of our customer service teams. As a QA Analyst, you will be in charge of ensuring our customer service reps provide the best experience in their interactions with our pros. Your primary mandate as QA Analyst is to review customer service phone, chat, SMS and email interactions to identify trends, insights, and behaviors, and ensure they meet our standards.
Responsibilities
Audit the required number of calls as assigned.
Maintain a record of audits and evaluations that were done.
Publish reports on collated audits and evaluations containing key insights that will help operations stakeholders improve overall program performance and service delivery, and inform training/enablement loops.
Attend or facilitate calibration sessions and quality meetings.
Lead or take part in quality and process improvement-related ad-hoc projects and analysis.
Must-Have Qualifications
If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.
At least 2 years of related experience in quality assurance preferably in a customer service campaign.
At least 3 years of combined experience in a contact center environment.
Excellent aptitude for research, navigation, and investigation.
Able to publish reports using quality and analytics tools.
Proficient in the use of Google Forms, Sheets, Docs, and Slides.
Nice-To-Have Qualifications
Lean, Six Sigma, or other process improvement and quality body of knowledge is an advantage but not required.
Experience with QMS and CMS platforms such as Five9, Gong, and Salesforce.
Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Canada or the Philippines*. When it is safe to gather, we will begin to host in-person events on a regular basis. Remote employees will be expected to travel occasionally for these events to a Thumbtack library or offsite team-building location. In cities with 5+ employees, we are establishing local communities, where employees can gather for local events. Additionally, employees in the San Francisco, Salt Lake City, Toronto and Manila areas will have opt-in access to communal workspace at one of our Thumbtack libraries. We always prioritize the health and safety of our employees. Currently, participation in these events and Thumbtack library use are optional. Both require employees to be fully vaccinated.
#LI-Remote
Thumbtack

Manila City, Metro Manila
Permanent
Full-time