Quality Control Analyst, Customer Support

About the role

The Quality Control Analyst, Customer Support ensures that every interaction with Girl Scouts of the USA’s members, councils and partners meets the highest standards of accuracy, professionalism and resolution quality. Working remotely, you will partner with customer service leadership and cross‑functional teams to monitor, evaluate and continuously improve support across phone, email, chat, social and case‑management channels.

Key responsibilities

• Monitor and evaluate customer interactions using established quality standards, audit criteria and scorecards.
• Analyze quality results, customer trends and CRM data to identify improvement opportunities.
• Partner with leadership to support calibration sessions, reporting and knowledge consistency.
• Drive continuous‑improvement initiatives and develop targeted learning solutions.
• Provide actionable recommendations that enhance team performance and customer satisfaction.

Required profile

• Strong background working with CRM systems.
• Analytical mindset with keen attention to detail.
• Ability to translate data findings into practical recommendations.
• Experience in quality monitoring or customer support environments.
• Collaborative approach and comfort working remotely.

Required skills

• CRM