Quality Analyst - Remote

Overview

Join Turnitin as a Quality Analyst, where you will play a crucial role in ensuring quality standards across the Assessment Technical Support team, contributing to a mission that enhances global education.

In Short

• Assist the Quality Team Lead in maintaining quality reviews.
• Measure team performance using QA Scorecards and KPIs.
• Provide feedback and identify training needs.
• Document processes and propose improvements.
• Conduct quality reviews for the support team.
• Monitor individual and team quality performance.
• Engage in quality calibration sessions.
• Support projects aimed at improving quality results.
• Collaborate with nearshore and offshore partners.
• Work within a remote-centric culture focused on accountability.

Requirements

• Bachelor’s degree or relevant experience.
• 2+ years in a customer care role.
• Experience with CRM systems, preferably Zendesk.
• Strong communication and organizational skills.
• Understanding of SaaS and Learning Management Systems.
• Experience in delivering high-quality customer support.
• Ability to handle sensitive data discreetly.
• Awareness of the education sector.

Benefits

• Remote-first culture with flexible working conditions.
• Comprehensive health care coverage.
• Competitive paid time off and self-care days.
• Education reimbursement and volunteer time.
• Retirement plan with matching contributions.
• Access to mental health support services.
• Charitable contribution match.
• Inclusive and collaborative work environment.