Technical Customer Care QA Analyst

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states. 

We are seeking a motivated and multi-talented individual with strong customer service and technical skills to join our Technical Customer Care organization as the Technical Customer Care QA Analyst. In this critical role, more than two years of experience in quality assurance within a technical B2B SaaS customer support environment is required. Excellent understanding of QA methodologies, best practices, and compliance requirements are key to this role. As a key member of the team, you will be proactive, show initiative, have exceptional communication skills and a strong customer mindset, together with the ability to diagnose the origins of both technical, as well as user issues to our new and existing customers.

This role is a fully on site position in our Minneapolis, MN office.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Develop and execute the overall quality assurance strategy for the technical customer support organization to ensure delivery of exceptional customer experiences and adherence to established standards.
• Lead, coach, and manage our Quality Assurance, and Technical Customer Support Training Specialists, providing guidance, training, and support to ensure consistent evaluation and feedback processes.
• Conduct Quality Assurance assessments of technical support interactions, ensuring adherence to established protocols and SLAs. 
• Conduct regular quality assurance audits and assessments to identify areas of improvement, highlight best practices, and ensure compliance with quality standards.
• Identify trends, patterns, and root causes of quality issues, and work cross-functionally to implement corrective actions and process improvements.
• Maintain technical customer support center quality standards
• Monitor and evaluate technical customer support interactions, including phone calls, chats, and emails, to assess agent performance, adherence to scripts and procedures
• Provide feedback and coaching to agents based on quality evaluations, focusing on areas of improvement and enhancing customer service skills
• Accompany evaluations with meaningful and constructive feedback through partnership with management and daily / weekly agent coaching sessions
• Analyze customer support metrics (SLA’s, CSAT, etc…) and how individual agents and teams perform against their KPI’s
• Identify trends, patterns, and root causes of quality issues, and work cross-functionally to implement corrective actions and process improvements

• Create strategies to improve customer service KPI’s and help agents improve their performance with specific instructions and on-going support
• Map the need for agent and team training in partnership with QA leadership, support management, and training teams to ensure continuous improvement
• Lead and participate in calibration sessions to maintain consistency and drive performance improvement
• Maintains familiarity, expertise, and certifications with all product offerings, relevant industry knowledge, and customer personas.

• Other duties as assigned by supervisor or HHAeXchange leader.

• None

• 2+ years of experience in quality assurance within a technical B2B SaaS customer support environment.
• Excellent understanding of QA methodologies, best practices, and compliance requirements.
• Exceptional analytical skills with the ability to identify trends, patterns, and root causes of quality issues and recommend appropriate actions.
• Excellent customer service, communication skills and proficiency in Salesforce.
• Strong organizational skills and ability to manage priorities and workflow.
• Detail oriented with strong technical skills.
• Proven interpersonal, collaborative, and relationship building skills.
• Passionate about customer service and delivering value to customers.
• Ability to work assigned shifts, ranging from 7am-7pm, including Saturday or Sunday, if appliable,
• Experience with SMB / non-tech savvy personas a plus.
• Experience supporting software that offers a freemium platform a plus.
• Ability to commute to the Bloomington, MN Technical Customer Care office.

HHAeXchange is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.