fetchpackage - QA Analyst - 1518

• Grade support conversations at scale using our QA software, applying a consistent standard across every support team. • Work through the grading data to identify the key trends and behaviors that signal whether an agent is struggling or a process is struggling. • Partner with the Learning and Development team to turn those findings into the right training and process changes, closing the loop between quality and learning. • Deliver feedback directly, either to the agent or to their supervisor, so the supervisor has a full picture of where the agent is strong and where they need support. • Help conduct live training for agents, supporting the team in delivering the onboarding and ongoing learning that Learning and Development develops. • Maintain the QA scorecard and scoring standards and take part in calibration, so grading stays consistent and fair across every reviewer and team. • Report QA results on a regular cadence and track how agents and teams are trending over time, so leadership and Learning and Development can see where to focus. • ## What we'll deliver on: • Competitive Compensation – Your expertise and impact are recognized and rewarded • Comprehensive Benefits Package – Medical, Dental, and Vision coverage for you and your family • Plan for Your Future – 401(k) plus AD&D, Short-Term, and Long-Term Disability coverage • Unlimited PTO – Take the time you need to recharge and bring your best self to work • Work That Makes an Impact – Help shape the future of our operations, teams, and growth