QA Analyst - 1518

What you’ll bring to this job:

• Grade support conversations at scale using our QA software, applying a consistent standard across every support team.
• Work through the grading data to identify the key trends and behaviors that signal whether an agent is struggling or a process is struggling.
• Partner with the Learning and Development team to turn those findings into the right training and process changes, closing the loop between quality and learning.
• Deliver feedback directly, either to the agent or to their supervisor, so the supervisor has a full picture of where the agent is strong and where they need support.
• Help conduct live training for agents, supporting the team in delivering the onboarding and ongoing learning that Learning and Development develops.
• Maintain the QA scorecard and scoring standards and take part in calibration, so grading stays consistent and fair across every reviewer and team.
• Report QA results on a regular cadence and track how agents and teams are trending over time, so leadership and Learning and Development can see where to focus.
• Apply strong critical thinking to get to the root of why quality issues are happening, not just what is happening, and propose the right fix.

What we'll deliver on:

• Competitive Compensation - Your expertise and impact are recognized and rewarded

• Comprehensive Benefits Package - Medical, Dental, and Vision coverage for you and your family

• Plan for Your Future - 401(k) plus AD&D, Short-Term, and Long-Term Disability coverage

• Unlimited PTO - Take the time you need to recharge and bring your best self to work

• Work That Makes an Impact - Help shape the future of our operations, teams, and growth

Fetch is an equal opportunity employer, all applicants will be considered without discrimination on the basis of race, religion, national origin, age, sex, marital status, disabilities, gender identity or expression, sexual orientation, veteran status or any other characteristics protected by law.