Customer Experience Quality Support Analyst

Summary / Position Purpose:

The Customer Experience Quality Support Analyst ensures every customer interaction across TestEquity Group’s brands consistently meets or exceeds customer expectations, reinforcing trust, loyalty, revenue growth, and brand perception. The CX Quality Support team is the guardian of our brand promise, ensuring that TestEquity’s solution driven positioning is felt, not just stated.

Essential Duties, Functions and/or Responsibilities:

• Review and score customer interactions (calls, emails, cases, chat)
• Identify strengths, gaps, and risk patterns
• Conduct calibration sessions with CS & CX leaders to maintain scoring fairness and trust
• Ensure consistency across brands and communication channels
• Regularly update standards as products, customers, and market expectations evolve
• Collect and analyze feedback from CSAT, NPS, surveys, complaints, and unsolicited feedback
• Synthesize qualitative feedback into root cause themes
• Identify friction points, loyalty drivers, and expectation gaps
• Translate quality and VOC findings into coaching, training, and process opportunities
• Partner with cross functional teams on systemic fixes
• Support a culture where CX quality is proactive, not reactive
• Protect and elevate the brand at every customer touchpoint and standardize CX quality across brands and channels
• Serve as the system owner and administrator of the Customer Experience quality tool, overseeing setup, configuration, access control, scoring administration, reporting accuracy, and ongoing platform optimization.
• Drive consistency without sacrificing agility
• Indirectly/directly responsible for quality
• Perform other duties as assigned.

Education and/or Work Experience Requirements:

• Bachelor’s degree in Business Administration, Operations Management, Communications, Psychology, Analytics, or a related field preferred.
• 5+ years of experience in CX Quality Support, Quality Assurance or Contact Center Quality Support, Voice of the Customer (VOC) Analysis in a multi-brand organization
• Demonstrated experience developing and maintaining:
  • Clear CX quality standards
  • A unified, premium brand regardless of who the customer interacts with or where.
  • Reliable, consistent insight into how well customer expectations are being met in real interactions.
• Proven experience reviewing, evaluating, and scoring customer interactions across phone, email, chat, and case systems to ensure alignment with CX quality standards and brand expectations.
• Hands on experience identifying recurring quality gaps, performance strengths, and emerging risk patterns affecting customer satisfaction, trust, and retention.
• Experience leading and facilitating calibration sessions with Customer Support and CX leaders to maintain scoring consistency, accuracy, and stakeholder confidence.
• Strong analytical experience using Voice of the Customer (VOC) data including CSAT, NPS, complaints, and unsolicited feedback to identify friction points and loyalty drivers.
• Experience working with BI and CRM platforms, contact center, or ticketing systems in a customer service environment
• Working knowledge of root cause analysis methods (5 Whys, Fishbone/Ishikawa).
• Proficiency in Microsoft Excel (VLOOKUP, pivot tables, data analysis preferred)
• Strong attention to detail and accuracy

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state, and local standards

This position requires applicants to be authorized to work in the US without sponsorship; TestEquity does not sponsor applicants for work visas.

TestEquity provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.