QA Analyst - 1518
Fetch•Texas, TX
•$23 - $27
About The Position
Fetch is hiring a QA Analyst as part of its Learning and Development team to administer quality assurance across the Claims, Customer Support, and Partner Success teams. The role evaluates support conversations, identifies trends and root causes behind quality issues, and works with Learning and Development to translate findings into effective training and process improvements. The analyst also provides feedback to agents and supervisors, supports live training, maintains scoring standards, participates in calibration, and reports quality results over time.
Requirements
- Strong critical-thinking skills to identify root causes of quality issues and propose fixes.
Responsibilities
- Grade support conversations at scale using QA software and apply consistent standards across support teams.
- Analyze grading data to identify trends and behaviors that may indicate agent or process issues.
- Partner with the Learning and Development team to turn findings into training and process changes.
- Deliver feedback directly to agents or their supervisors about strengths and areas needing support.
- Help conduct live agent training, including onboarding and ongoing learning.
- Maintain the QA scorecard and scoring standards and participate in calibration to promote consistent, fair grading.
- Report QA results regularly and track agent and team trends over time.
- Use critical thinking to identify root causes of quality issues and propose appropriate fixes.
Benefits
- Competitive compensation
- Medical, dental, and vision coverage for the employee and family
- 401(k)
- AD&D coverage
- Short-term disability coverage
- Long-term disability coverage
- Unlimited PTO
- Opportunity to help shape the future of Fetch's operations, teams, and growth
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
