Quality Analyst

Summary

Join Turnitin, a global leader in educational integrity, as a Quality Assurance Specialist to ensure consistent quality reviews across the Assessment Technical Support team. You will play a crucial role in maintaining high standards of customer service and support by measuring and recording quality performance, providing feedback, identifying training needs, and assisting with quality calibration sessions. This role involves collaborating with both internal and external partners, including nearshore and offshore business partners, to ensure a seamless and positive customer experience.

Requirements

• Bachelor’s degree or relevant experience
• Experience in building customer relationships
• 2+ years in a successful customer care role
• User experience of CRM systems, preferably Zendesk
• Excellent written and verbal communication skills
• Strong organizational and analytical skills
• Understanding of SaaS
• Familiarity with Learning Management Systems
• Historical background in delivering exemplary case quality
• Familiarity with reporting
• Show discretion when handling sensitive data
• Awareness and understanding of the education sector

Responsibilities

• Accurately measure and record individual and team quality performance using current QA Scorecard and Key Performance Indicators (KPIs)
• Assist in staff inductions, setting quality expectations within the Assessment Technical Support team, and nearshore and offshore business partners
• Provide feedback of quality reviews and identify training and coaching needs to the Quality Team Lead
• Identify trends in individual and team quality over time, as well as trends with nearshore and offshore Business Partners
• Assist with quality calibration sessions within the Turnitin Assessment Technical support teams
• Document processes and procedures and proactively identify improvements
• Identify opportunities for improvements in quality and overall support experience across the Turnitin Assessment Technical support team and with nearshore and offshore business partners
• Carry out an agreed number of quality reviews on a monthly basis for the Turnitin Assessment Technical support team and nearshore and offshore business partners
• Assist in projects within the Turnitin Assessment Technical support team to improve quality results
• Assist Quality Team Lead on delivery of OKRs set for the Quality, Knowledge & Training team
• Assist in the upkeep of the case quality review form, ensuring that this evolves in line with the needs of the team
• Monitor quality performance at team and individual level – share with Quality Team Lead

Preferred Qualifications

• Commercial knowledge of the education sector
• Attention to Detail
• Collaboration
• Customer Orientation
• Integrity
• Adaptability
• Presenting
• Problem Analysis
• Quality Focus
• Written/Verbal Communication
• Action-oriented mindset
• Passion for excellent customer and user experience
• Ability to work in a fast-paced environment, manage multiple priorities
• Ability to work independently and perform under pressure
• Ability to work with a global mindset, being aware of how the Quality team impacts the wider support team and customer experience
• Broad knowledge of online software and relevant technologies
• Excellent interpersonal skills with an ability to form effective working relationships with both internal and external partners
• Operate with a high level of Authenticity
• Ability to provide impartial feedback in a structured manner
• Strong leadership skills

Benefits

• Remote First Culture
• Health Care Coverage*
• Education Reimbursement*
• Competitive Paid Time Off
• 4 Self-Care Days per year
• National Holidays*
• 2 Founder Days + Juneteenth Observed
• Paid Volunteer Time*
• Charitable contribution match*
• Monthly Wellness or Home Office Reimbursement/*
• Access to Modern Health (mental health platform)
• Parental Leave*
• Retirement Plan with match/contribution*