Quality Analyst - Remote

Overview

The Quality Analyst will assist the Quality Team Lead in ensuring consistency of quality reviews across the Turnitin Assessment Technical Support team, working with both nearshore and offshore business partners.

In Short

• Measure and record quality performance using QA Scorecard and KPIs.
• Assist in staff inductions and set quality expectations.
• Provide feedback on quality reviews and identify training needs.
• Identify trends in quality over time.
• Document processes and identify improvements.
• Conduct quality reviews monthly.
• Assist with quality calibration sessions.
• Support projects to improve quality results.
• Monitor quality performance and share insights.
• Help maintain case quality review forms.

Requirements

• Bachelor’s degree or relevant experience.
• 2+ years in a customer care role.
• Experience with CRM systems, preferably Zendesk.
• Excellent written and verbal communication skills.
• Strong organizational and analytical skills.
• Understanding of SaaS and Learning Management Systems.
• Familiarity with reporting.
• Attention to detail and collaboration skills.
• Ability to work independently in a fast-paced environment.
• Strong interpersonal skills.

Benefits

• Remote First Culture.
• Health Care Coverage.
• Competitive Paid Time Off.
• Self-Care Days and National Holidays.
• Paid Volunteer Time.
• Access to mental health platforms.
• Parental Leave.
• Retirement Plan with match.
• Charitable contribution match.
• Wellness or Home Office Reimbursement.