About Us
Founded in 2010 in Irvine, California, Kajabi is the leading creator commerce platform, helping creators turn their knowledge, experience, and expertise into sustainable online businesses. With Kajabi's integrated platform, creators have a single ecosystem to build and market their digital products, including online courses, communities, live coaching, and more. Tens of thousands of creators and entrepreneurs rely on Kajabi as the backbone of their business and have collectively earned over $9 billion from more than 85 million customers.
Learn more at www.kajabi.com.
Quality Assurance Analyst
In the new role of Quality Assurance Analyst, you will review and grade customer service interactions with the goal of delivering high-quality support. We’re looking for an individual who is detail-oriented, process-minded, tech-savvy, and passionate about improving agent performance. The role will report to our Quality Assurance Manager.
The impact you will make
- Analyze the quality of agent/Hero interactions as defined by the latest Quality Assurance Scorecard.
- Provide structured and timely recommendations through verbal and/or written feedback to agents, CX management, and/or training team.
- Collaborate with CX management and training team members to identify and streamline processes.
- Help drive process standards that enhance service delivery and the customer experience.
- Suggest strategies for improving support KPIs through targeted and random audits.
- Collaborate with the rest of the QA team to analyze and improve the QA process.
- Prepare, present, and analyze metrics as necessary to improve service quality and agents’ performance.
- Compile meaningful QA reports to highlight on QA findings, trends, and recommendations to management.
- Participate in calibration sessions to maintain consistency in internal evaluations.
Attributes for Success
- 1+ year experience in quality assurance in call-center or technical support environments.
- Solid understanding of Kajabi’s platform.
- Strong understanding of customer service metrics (e.g. CSAT, FRT, FCR) and how QA efforts can affect those KPIs.
- Possess an innate ability to channel different points of view.
- Able to establish and maintain excellent relationships and credibility quickly.
- Knowledge of existing and emerging quality assurance software.
- Proven ability to achieve high service quality results as well as meet productivity levels.
One-On-One Process
The Quality Assurance Analyst will meet weekly with the Quality Assurance Manager to catch up and discuss their role. The goal of these meetings is to identify areas where the company and individuals can improve, what areas they’re needing more guidance on, and where the Kajabi leadership team can lend time or resources to help meet goals.
How To Apply
Sound like a good fit for you? Click apply, below!
- Links - Send along any links that best showcase your experience, i.e. your portfolio, LinkedIn, blog posts, other writing samples, etc.
- Cover Letter (optional) - Please provide a cover letter that aligns directly to this role. Introduce yourself as a part of our team and tell us why you’re interested in Kajabi! Show us how you could make an impact in Kajabi’s future as well as how Kajabi can influence yours. Feel free to get creative! We are committed to providing our undivided attention to you!
Kajabi LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, disability, age, veteran status, or any other basis protected by applicable law.
