Quality Assurance Analyst & Trainer

Summary

Join Stingray Direct's high-performing, fully remote Customer Experience team as a Quality Assurance Analyst & Trainer! This key role involves monitoring and enhancing customer interactions across various channels, developing training programs, overseeing order accuracy, and providing performance insights. You will conduct QA audits, score agent performance, analyze trends, deliver feedback, and facilitate calibration sessions. Responsibilities also include designing training materials, conducting coaching sessions, supporting order processing, managing customer returns, and addressing escalated service issues. This position is crucial for maintaining service levels, improving processes, and fostering team development. The role reports to the Senior Manager, Contact Center Operations and offers a Friday-Tuesday work schedule.

Requirements

• 2–4 years of experience in quality assurance and/or training within a contact center environment, specifically in an e-commerce or other consumer-facing business
• Strong understanding of QA frameworks, training methodologies, and contact center operations
• Familiarity with e-commerce platforms (e.g., Shopify, Amazon, Walmart), CRM systems, and reporting tools, including Google Sheets or Microsoft Excel
• Excellent written and verbal communication skills in English, with the ability to lead training and deliver feedback constructively
• Highly organized and self-directed, able to manage multiple priorities in a fast-paced remote setting
• Analytical mindset with a keen eye for trends, patterns, and process optimization opportunities

Responsibilities

• Conduct ongoing QA audits of customer interactions across phone, chat, SMS, email, and social channels
• Score and track agent performance to ensure alignment with quality standards and KPIs, and regularly report performance outcomes to department leadership
• Analyze QA trends to identify individual and team coaching opportunities
• Deliver direct performance feedback to agents and partner with BPO leadership for accountability
• Facilitate calibration sessions to maintain consistency in quality standards across teams
• Summarize insights on how agent performance affects key metrics like CSAT and Internal Quality Score (IQS)
• Partner with the Senior Manager of Contact Center Operations to inform department strategy, KPI design, and agent goals with quality assurance data and call trends
• Design, update, and deliver scalable training materials, including video modules and written standard operating procedures (SOPs)
• Conduct onboarding, ongoing education, and skills reinforcement training for new and existing agents
• Conduct individualized coaching sessions using data from QA reviews to support performance improvement
• Support career development and help shape a culture of on-brand customer-centric excellence across the team
• Partner with the Contact Center Managers on fraud and order verification reviews
• Assist with exceptions in order processing, including held orders, backorders, and shipping issues
• Collaborate directly with the VP of Operations and 3PL partners to resolve fulfillment concerns
• Manage escalated customer returns, reviewing outcomes, and surfacing trends for process improvement
• Respond to customer inquiries on social platforms, marketplaces (Amazon, Walmart), and VOC channels
• Address escalated service issues with professionalism, empathy, and quick resolution
• Occasionally, during periods of high volume, assist with answering phone, email, chat, or SMS channels
• Assist with monitoring real-time call queues and provide support to minimize wait times and optimize agent allocation
• Provide weekend and overflow support to ensure consistent service delivery during peak periods
• Act as a backup for critical daily operational tasks as needed
• Participate in special projects, research initiatives, or cross-functional task forces supporting strategic goals
• Contribute to leadership decisions through insights from QA data and customer feedback loops

Benefits

• Salary: $69,000–$75,000 (based on experience)
• Fully remote working position
• Paid time off (PTO)
• Paid annual company holidays
• Your Birthday is a paid vacation day each year — take the day to celebrate your awesomeness!
• 100% company-paid Medical, Dental, and Vision Insurance
• 100% company-paid Life Insurance and Short-Term Disability Coverage
• Employer matching 401K participation
• Charitable contribution match up to $2,500/year
• $100/month Work From Home (WFH) stipend
• Free monthly employee product samples and team discounts
• Fun company social and team-building events (with travel included!)
• Work/life balance
• Professional development opportunities