QA Analyst - 1518
Fetch•Texas, TX
About The Position
Fetch is hiring a QA Analyst to administer quality assurance for its support organization as part of the Learning and Development team. The role covers the Claims, Customer Support, and Partner Success teams. It goes beyond grading individual conversations by identifying what is working and what needs attention, then translating those findings into training and process changes that improve support quality.
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 indicate whether an agent or a process is struggling.
- Partner with the Learning and Development team to translate findings into training and process changes.
- Deliver feedback directly to agents or their supervisors, providing a clear picture of agent strengths and areas where support is needed.
- Help conduct live training for agents, including onboarding and ongoing learning developed by Learning and Development.
- Maintain the QA scorecard and scoring standards, and participate in calibration to support consistent and fair grading.
- Report QA results regularly and track agent and team trends over time for leadership and Learning and Development.
- Use critical thinking to identify the 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.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
