Customer Quality Assurance Specialist

Job Description
We are looking for a Quality Assurance Specialist to support our global Customer Experience (CX) teams. The QA Specialists are responsible for ensuring all established processes and procedures are being followed to support the overall customer experience. This individual must have a keen eye for detail and have the ability to provide insight analysis through the use of the Zendesk Quality Assurance tool.
**Responsibilities**
- Complete evaluations of customer, product, and agent-specific tickets in the Customer Experience (CX) organization
- Identify behavior opportunities through coaching within the QA tool
- Participation of calibration sessions with business leaders
- Ensure consistency in scoring and adoption of the QA tool
- Ensure alignment between QA metrics and organizational priorities
- Demonstrate strong focus on customer experience
- Maintain and manage personal evaluation workload
- Maintain and update regional reports related ...