QA Analyst - Remote

Overview

Thumbtack helps millions of people confidently care for their homes.

In Short

• Perform quality audits on customer/pro interactions (calls, chats, emails).
• Track and analyze trends in audit results, escalating patterns that may impact quality or customer experience.
• Partner with team leads, QA peers, and cross-functional partners to create feedback loops that improve agent performance.
• Maintain and update QA scorecards, documentation, and calibration processes.
• Publish reports and insights to drive data-backed decision-making across teams.
• Participate in calibration sessions and operations/company meetings.

Requirements

• 2+ years of experience in Quality Assurance in a contact center operations environment.
• Strong analytical, critical thinking, and documentation skills.
• Experience using QA and analytics tools to track quality metrics and generate reports.
• Proficiency in Google Workspace (Sheets, Docs, Slides) and QA/CRM tools (e.g., Genesys, Salesforce, Observe.AI).
• Strong written and verbal communication skills.

Benefits

• Thumbtack embraces diversity and is an equal opportunity workplace.
• Commitment to providing reasonable accommodation for individuals with disabilities.
• Positive work environment focused on making an impact.