Contact Center Quality Analyst

The Chat Quality Analyst (QA) monitors and scores chat transcripts against company rubrics. This role helps improve customer satisfaction (CSAT), reduces errors, and identifies training needs specific to digital and written communication. Key Responsibilities Audit Chat Transcripts: Review a set quota of live or stored chat interactions weekly. Evaluate Written Quality: Score agents on grammar, spelling, empathy, tone, typing speed, macro/template usage, and correct problem resolution. Track Compliance: Ensure agents follow data privacy rules, security verifications, and official company policies. Provide Feedback: Lead one-on-one coaching sessions with chat agents to review scores and explain areas for growth. Run Calibration Sessions: Partner with team leads and managers to evaluate the same chat transcripts, ensuring scoring consistency across the team. Analyze Performance Trends: Report on key metrics like First Response Time (FRT), Chat Resolution Rate, and CSAT to spot recurring training gaps. Requirements & Qualifications Experience: 1 to 3 years of contact center experience, with specific background in chat or digital customer support. Communication Skills: Excellent written and verbal communication skills, with a strong eye for detail and grammar. Analytical Skills: Ability to interpret performance metrics and turn data into actionable coaching tips. Technical Literacy: Familiarity with CRM tools, live chat software (e.g., Zendesk, Intercom, LiveChat), and QA monitoring platforms. #J-18808-Ljbffr VXI Global Solutions