Call Center QA Analyst
About The Position
Express Flooring, a leading provider of residential and commercial flooring solutions in multiple states, is seeking highly spirited and dedicated professionals to join our team in various positions. Our mission is to deliver a superior floor covering experience to our customers by offering top-quality products, professional installation, and unparalleled customer service. As a rapidly expanding company, we are always looking for ambitious individuals who are not just looking for a job, but a rewarding career. We value problem solvers who are passionate about finding innovative solutions to challenges. At Express Flooring, we care deeply about our employees and strive to provide unlimited potential for growth, job security, highly competitive earnings, and comprehensive benefits packages for our full-time employees As a Quality Assurance Specialist, you’ll play a key role in elevating our internal support and call center experience. You’ll help define, maintain, and evolve quality standards while partnering closely with support agents to drive performance and growth. By reviewing customer interactions across calls, emails, and chat, you’ll provide thoughtful, actionable feedback that helps agents improve and ensures a consistent, high-quality customer experience. You’ll analyze metrics to understand how agent performance impacts key KPIs and use those insights to develop strategies that improve results at both the individual and team level. This role also contributes to training and onboarding initiatives, performance reporting, and calibration efforts to ensure fairness and consistency. Above all, you’ll be a positive influence on team culture—supportive, data-driven, and focused on continuous improvement.
Requirements
- Experience in the customer service space;
- Proficient in Excel
- Proven track record of analytical skills;
- Hands-on experience in quality assurance;
- Great people skills and ability to communicate (negative) feedback;
- Good organizational skills, knowledgeable of goal-setting practices;
- Examples of data visualization abilities and understanding of support metrics;
- Perception of basic business metrics and how support impacts those;
- Problem-solving capabilities to create meaningful strategies to improve support quality.
Responsibilities
- Maintain and develop internal support and call center quality standards;
- Review a subset of support agents’ conversations (calls, emails, chat, etc)
- Assess support interactions based on internal standards;
- Accompany evaluations with meaningful and constructive feedback;
- Discuss and explain feedback with agents in regular meetings;
- Analyze all customer service metrics and how the support team’s performance affects those KPIs;
- Create strategies to improve support KPIs;
- Help agents improve their performance with specific instructions and constant support;
- Map the need for training and onboarding programs and initiate these projects;
- Monitor customer service performance on the agent and team level;
- Create reports that reflect support performance;
- Report support team’s performance to higher-ups;
- Participate in calibration sessions to maintain consistency in internal evaluations;
- Contribute to the team culture in a positive manner.
Benefits
- Comprehensive medical, dental, and vision plan options
- Health Savings Account (with HDHP enrollment)
- Health & dependent care flexible spending accounts
- Company-paid basic life insurance
- Voluntary supplemental life insurance
- Company-paid short-term disability insurance
- Voluntary long-term disability
- Company-paid Accident and Hospital Indemnity
- 401(k) with company match (Pre-tax & Roth options)
- Paid PTO, bereavement leave, and maternity leave
- 7 company-paid holidays
- Employee Assistance Program (EAP)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
101-250 employees
