About the role
We’re seeking a QA Analyst to assess and enhance customer interactions across our support channels (calls, emails, chats) for a fast-growing SaaS company. This role will analyze team performance, develop insightful dashboards, and collaborate with leadership to improve the customer experience and support processes. You’ll play a key role in ensuring our users get consistent, high-quality, and helpful support aligned with our product and brand.
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Key Responsibilities
- Interaction Review: Monitor and evaluate support conversations across voice, chat, and email for accuracy, empathy, issue resolution, and adherence to internal guidelines.
- SaaS-Specific Analysis: Identify patterns in customer issues that relate to product usability or common bugs, and share insights with product and support teams.
- Performance Dashboards: Build and maintain dashboards summarizing QA metrics, agent performance, and trend analysis for leadership.
- QA Scorecards: Refine and apply scoring rubrics that reflect customer service standards and SaaS-specific complexities.
- Agent Feedback & Coaching: Deliver structured feedback and recommendations to support agents in collaboration with team leads.
- Process Improvement: Identify support process gaps and recommend improvements based on recurring trends and user pain points.
- Cross-Team Collaboration: Work with product, engineering, and CX teams to communicate feedback loops and improve the end-user experience.
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Requirements
- 2–4 years in QA, customer support quality, or CX analysis roles, preferably in a SaaS or tech-driven environment
- Experience monitoring and scoring multi-channel support (email, chat, voice)
- Proficiency in tools like Zendesk, Intercom, Freshdesk, Talkdesk, Aircall, or similar platforms
- Strong grasp of customer support KPIs, CSAT, QA methodologies, and customer lifecycle in SaaS
- Advanced Excel/Google Sheets skills and experience with QA dashboards/reporting tools
- Excellent written and verbal communication skills
- Comfortable working in a fast-paced, remote-first tech environment