Website Artech LLC
Artech LLC
Company : Artech LLC
Job ID: # (phone number removed)
Title – Senior Quality Assurance Analyst
Duration: 5 months contract on W2
Location- Phoenix, AZ (Hybrid -3 days/wk. – Tuesday required)
About the Role:
We're on a mission to transform our customer support from transactional to truly exceptional. As we transition to delivering Effective, Easy, and Personalized service, we're seeking a highly skilled and experienced Quality Assurance Auditor to join our team. This pivotal role will be instrumental in auditing our offshore contact center operations, ensuring adherence to our new quality framework, and driving continuous improvement in service delivery.
You'll be a key partner in elevating our customer experience, working closely with our offshore QA team to calibrate scoring, identify critical insights, and translate data into actionable recommendations to our support operations team for process, policy, and agent behavior. If you're passionate about customer advocacy, possess a keen eye for detail, and thrive in a dynamic, data-driven environment, we encourage you to apply.
What You'll Do:
- Audit & Evaluate: Conduct daily audits of approximately 10 customer interactions (calls & chats mainly) from our offshore contact center against a new, comprehensive quality framework, focusing on effectiveness, ease, and personalization.
- Calibrate & Coach: Lead calibration sessions with our offshore QA team, ensuring consistent understanding and application of quality standards. Provide coaching and feedback to offshore auditors to enhance their evaluation skills.
- Analyze & Recommend: Analyze audit findings and performance trends to identify root causes of customer pain points, inefficiencies, and areas for agent development.
- Drive Improvement: Develop and present data-backed recommendations for improvements in agent training, customer support processes, internal policies, and product/service enhancements.
- Collaborate: Work closely with offshore operations leadership, training teams, and other stakeholders to implement recommendations and monitor their impact.
- Develop Resources: Contribute to the creation and refinement of quality assurance guidelines, training materials, and best practices.
- Report: Prepare regular reports on quality performance, key insights, and progress against improvement initiatives.
What You'll Bring:
- 5+ years of experience in a Quality Assurance role within a contact center environment, preferably with experience supporting offshore teams and helping transform their delivery to match their customer base.
- Proven expertise in developing and implementing quality frameworks and scorecards.
- Strong analytical skills with the ability to identify trends, draw insights from data, and translate findings into actionable recommendations.
- Exceptional communication skills, both written and verbal, with the ability to clearly articulate complex concepts and provide constructive feedback.
- Demonstrated experience in leading calibration sessions and coaching QA analysts.
- A deep understanding of customer experience principles and best practices, particularly regarding "Effective, Easy, and Personalized" service delivery.
- Self-motivated and able to work independently in a remote setting while maintaining strong collaboration with a global team.
- Proficiency with contact center software, CRM systems, and QA monitoring tools.
- Bachelor's degree in a relevant field is preferred.
Why You'll Love Working Here:
- Be a foundational part of a team dedicated to redefining customer support in an innovative industry.
- Work remotely with flexibility.
- Collaborate with a diverse and global team committed to excellence.
- Opportunity to significantly impact customer satisfaction and business success.
Skill/Experience/Education
Mandatory
- 5+ years of experience in a Quality Assurance role within a contact center environment, preferably with experience supporting offshore teams and helping transform their delivery to match their customer base.
- Proven expertise in developing and implementing quality frameworks and scorecards.
- Strong analytical skills with the ability to identify trends, draw insights from data, and translate findings into actionable recommendations.
- Exceptional communication skills, both written and verbal, with the ability to clearly articulate complex concepts and provide constructive feedback.
- Demonstrated experience in leading calibration sessions and coaching QA analysts.
- A deep understanding of customer experience principles and best practices, particularly regarding "Effective, Easy, and Personalized" service delivery.
- Self-motivated and able to work independently in a remote setting while maintaining strong collaboration with a global team.
- Proficiency with contact center software, CRM systems, and QA monitoring tools.
Desired:
- Bachelor’s Degree
- Quality AI Tooling experience
Yogya Shukla
Sr. Technical Recruiter
Cell: (phone number removed) ; Office: (phone number removed)
Office Address: 360 Mt. Kemble Avenue, Suite 2000, Morristown, NJ 07960
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Email: (url removed) , Website: (url removed)