Quality Operations Intern

We're looking for a detail-oriented Quality Assurance Intern to join our Quality Operations team. You'll help monitor and evaluate customer support interactions across Calls, Live Chat, and Social Media, ensuring agents provide accurate information, adhere to company policies, and deliver an exceptional customer experience.

Responsibilites

• Regularly audit customer interactions across phone calls, live chat transcripts, and social media channels to evaluate agent performance. • Support data analysis by building and interpreting datasets to help find root causes and turn raw numbers into actionable insights. • Assist in managing quality initiatives using analytical and problem-solving skills. • Use standardized scoresheets to grade interactions based on communication, technical accuracy, compliance, adherence to procedures, and empathy.