The Quality Assurance Analyst role involves ensuring high-quality customer service by monitoring and evaluating customer interactions, providing feedback to team members, and developing quality assurance processes. The analyst will collaborate with team leads to identify areas of improvement and implement changes.

Key Responsibilities:
• Provide feedback and coaching to team members on ways to improve their performance and customer service skills
• Identify and report any trends or patterns in customer complaints or issues
• Monitor and evaluate customer interactions with the support team through listening to phone calls and reviewing written communications on tickets
• Develop and implement quality assurance processes and procedures to improve the overall performance of the support center
• Collaborate with the team leads to identify areas for improvement and implement changes

Minimum Qualifications:
• Strong knowledge of customer support operations and customer service best practices
• Excellent verbal and written communication skills
• Strong attention to detail and ability to identify patterns and trends
• Minimum of 2 years of experience in a call center quality assurance role
• Strong analytical and problem-solving skills
• Experience with call center monitoring and evaluation tools

CureMD offers an inclusive work culture that focuses on growth mindset and fosters employee well-being. They offer competitive compensation and benefits including health benefits, provident fund, yearly bonus, company-sponsored training and development programs, commuter support, supportive workspaces, gym facilities, and daycare for babies.