Customer Experience QA Analyst

About the Team:

CX Excellence Architects are in charge of designing and improving the quality of our service by focusing on training and QA. Utilizing CX data points, they identify areas of improvement in team performance, procedures, and the customer journey map, with our north star being CX Retention.

The role:

The CX QA Analyst is a foundational role within the CX Excellence Team, focused on evaluating the quality of customer support interactions. This position is ideal for someone early in their QA or process improvement career who is passionate about quality, consistency, and customer-centric service delivery.

In this role, you will analyze customer support interactions to assess adherence to processes, policies, and CX best practices. You will provide structured, actionable feedback on both how the interaction was handled and what was delivered—ensuring accuracy, clarity, empathy, and consistency. The role includes a structured ramp-up period with close coaching and calibration, with the expectation of transitioning into an independent QA Analyst role after the initial onboarding phase

Responsibilities:

• Audit customer interactions using established QA rubrics and scorecards, ensuring consistent and accurate application of quality standards across channels and case types.
• Document clear, objective audit findings and insights in alignment with QA guidelines and expectations.
• Provide actionable written feedback that supports learning, accountability, and continuous improvement.
• Differentiate between issues requiring immediate attention and those better addressed through long-term coaching.
• Participate in calibration sessions and incorporate feedback from QA Leads to continuously improve scoring accuracy and judgment.
• Identify recurring quality trends, gaps, and root causes, sharing insights with the QA Lead to inform training and process improvements.

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Requirements:

• Strong attention to detail and a structured approach to reviewing customer interactions.
• Ability to learn and apply quality standards, rubrics, and evaluation frameworks with consistency.
• High coachability, with openness to feedback and a clear interest in developing QA expertise.
• Analytical mindset, with curiosity to understand patterns, root causes, and quality gaps.
• Clear written communication skills, especially when documenting feedback and insights.
• Comfort working in a learning-heavy environment with close guidance during the ramp-up phase.
• Strong sense of ownership, accountability, and quality obsession.
• At least 1 year of experience in a CX Quality Analyst, Quality Assurance, Process Improvement, or related operational role, preferably within a customer support or service environment.

Preferred requirements:

• Experience working with ticketing platforms such as Zendesk.
• Exposure to QA audits, scorecards, calibration sessions, or performance reviews.
• Familiarity with documentation and collaboration tools (Notion, Google Workspace).
• Intermediate knowledge of Notion and/or Miro for process documentation.
• Previous experience in Customer Experience or Support roles.

Interview process:

• Application review - Please submit your English version resume
• Preliminary Assessment on Canditech (AI Tool)
• Take-home Test on Canditech (AI Tool)
• Hiring Manager Interview
• Reference Check
• Offer

⚠️ Important Timelines
Please note the following deadlines:

• The entire interview process must be completed by January 26th.

• Target start date: Feb 9th

Benefits ****

💸 Get paid in USD.

🗺 Work remotely: design the life that you want

⛱ Enjoy 15 days of vacation each year from the start date

🎄 16 fully paid Argentinean holidays

🗓️ 5- year Sabbatical: After 5 years with CookUnity, you get a 4-week paid sabbatical

🐣 Family leave of 12 weeks for primary caregiver and 6 weeks for secondary caregiver, fully paid

🕯 Compassionate Leave: 3-5 days each time the need arises

🧘🏽‍♀️ Customize the benefits that suit your needs! Access a range of perks tailored to you, including learning opportunities, wellness memberships, delivery apps, and more through our comprehensive benefit platform

🧑‍🏫 Personalized English coach

🏥 CookUnity Medical Allowance