Quality Assurance Analyst

QA Analyst

Your Mission:

As part of the Engine team, you’ll play a vital role in an environment where innovation meets collaboration. Here’s what you’ll take charge of:

• Elevating Customer Service Standards: Monitor and evaluate customer interactions across casework, phone, email, and chat using structured scorecards and technology-enabled insights to ensure adherence to service standards and drive continuous improvement.

• Driving Operational Excellence: Review cases and leverage AI-powered tools to identify emerging trends and quality opportunities, collaborating with agents and leadership to implement impactful enhancements to Member Support processes.

• Empowering Agent Performance: Offer tailored coaching, constructive feedback, and host office hours to guide and support agents, along with developing and delivering training sessions on QA processes and best practices.

• Strategic Collaboration & Analysis: Collaborate cross-functionally to ensure QA procedures remain up-to-date and aligned with evolving products and processes, while analyzing data and metrics to pinpoint additional opportunities for enhancing the Member Support process across internal and external teams.

What You’ll Bring to Engine:

We’re looking for someone who’s ready to make an impact and grow alongside us:

• Experience: 1+ years of hands-on experience in a QA Analyst, Subject Matter Expert, or Senior Support Specialist role within a high-volume call center environment.

• Skills: You’re a problem-solver with a strong understanding of support best practices and the ability to conduct high-level evaluations and assessments of customer interactions. You possess exceptional communication and interpersonal skills, maintaining an impartial and optimistic perspective when auditing agents' work. You can provide higher-level insights on continuous improvement opportunities, are proficient in handling both inbound and outbound calls/emails, and have excellent analytical and proactive problem-solving abilities.

• Tech-Savvy: Bonus points if you’re fluent in Salesforce, Replicant, and Google Workspace including Sheets. Experience with public speaking and presenting, along with knowledge of the hospitality industry and working with external BPO partners, is a plus.

• Mindset: You’re ready to roll up your sleeves, exhibit a results-oriented mindset, and work effectively both independently and as a collaborative team member, ensuring every interaction with Engine exceeds expectations.

Applications for this role will be accepted through 10/30/2025 or until the role is filled. We encourage you to apply early, as we may begin reviewing applications before the deadline