Customer Success Quality Assurance Specialist Job Listing at JDA TSG in San Antonio, TX (Job ID 1372-San Antonio, Texas, US)

Description

Overview

At JDA TSG, we equip world-class brands with top-tier talent and operational expertise, because we know our people are our true differentiator. As a Customer Success Quality Assurance (QA) Specialist, you will act as the core architect of our communication auditing, compliance enforcement, and consistency analysis programs. We believe technology and customer success operations require relentless standards and objective analysis; your work will turn raw customer interaction data into actionable operational improvements. By auditing omni-channel customer touchpoints, maintaining quality rubrics, and performing deep root-cause analysis, your insights directly elevate performance quality across the entire organization.

• Interaction Auditing & Standards Architecture: You will create, maintain, update, and calibrate quality assurance scorecards and rubrics across email, chat, and phone channels. You will conduct regular, objective reviews of omni-channel customer interactions against established performance standards, brand voice guidelines, and compliance protocols. Success is measured by audit completion volume, rubric scoring consistency, and calibration accuracy across leadership syncs.
• Compliance Enforcement & Root-Cause Analysis: You will act as the gatekeeper for messaging standards, privacy regulations, and compliance policies across all customer touchpoints. When metrics drop or communication issues persist, you will investigate systemic operational deficiencies and process breakdowns rather than focusing on surface-level agent faults. Success is measured by audit log accuracy, compliance adherence rates, and the elimination of recurring process defects.
• Actionable Performance Insights & Leadership Alignment: You will translate raw audit logs into executive trend reports that highlight organizational training gaps, coaching needs, and software tooling friction points. You will facilitate calibration sessions with Customer Success Leadership to align on scoring standards, eliminate bias, and maintain objective evaluations. Success is measured by insight implementation rates, reduction in customer friction points, and leadership alignment scores.

• 3+ years of experience in Customer Success, Account Management, or Call Center environments, with 2+  years dedicated to a Quality Assurance or Analyst position.
• Experience building quality scorecards, rubrics, and tracking core communication metrics such as CSAT, Net Promoter Score (NPS), and Internal Quality Scores.
• Demonstrated ability to conduct root-cause analysis, map out process defects, and analyze interaction data using spreadsheets, ticketing systems, or specialized QA platforms.
• Exceptional written and verbal diplomacy skills with experience navigating customer communication platforms (e.g., Zendesk), allowing you to deliver unbiased, evidence-supported evaluations to management without generating interpersonal friction.
• Practical familiarity with customer financial management software or prior experience building a QA program from scratch in a mid-market or high-growth environment.

• Comprehensive healthcare coverage and benefits package
• 401(k) with company match
• Professional development opportunities
• The specific pay rate offered for this role depends on candidate qualifications, relevant experience, technical expertise, and role requirements. Final individual offers are determined through candidate evaluations during the interview process.

• Compensation: $62,000 to $72,000

We are an equal opportunity employer committed to building an inclusive workplace. To view our Equal Employment Opportunity (EEO) policy, please click here.

• 3+ years of experience in Customer Success, Account Management, or Call Center environments, with 2+  years dedicated to a Quality Assurance or Analyst position.
• Experience building quality scorecards, rubrics, and tracking core communication metrics such as CSAT, Net Promoter Score (NPS), and Internal Quality Scores.
• Demonstrated ability to conduct root-cause analysis, map out process defects, and analyze interaction data using spreadsheets, ticketing systems, or specialized QA platforms.
• Exceptional written and verbal diplomacy skills with experience navigating customer communication platforms (e.g., Zendesk), allowing you to deliver unbiased, evidence-supported evaluations to management without generating interpersonal friction.
• Practical familiarity with customer financial management software or prior experience building a QA program from scratch in a mid-market or high-growth environment.

• Interaction Auditing & Standards Architecture: You will create, maintain, update, and calibrate quality assurance scorecards and rubrics across email, chat, and phone channels. You will conduct regular, objective reviews of omni-channel customer interactions against established performance standards, brand voice guidelines, and compliance protocols. Success is measured by audit completion volume, rubric scoring consistency, and calibration accuracy across leadership syncs.
• Compliance Enforcement & Root-Cause Analysis: You will act as the gatekeeper for messaging standards, privacy regulations, and compliance policies across all customer touchpoints. When metrics drop or communication issues persist, you will investigate systemic operational deficiencies and process breakdowns rather than focusing on surface-level agent faults. Success is measured by audit log accuracy, compliance adherence rates, and the elimination of recurring process defects.
• Actionable Performance Insights & Leadership Alignment: You will translate raw audit logs into executive trend reports that highlight organizational training gaps, coaching needs, and software tooling friction points. You will facilitate calibration sessions with Customer Success Leadership to align on scoring standards, eliminate bias, and maintain objective evaluations. Success is measured by insight implementation rates, reduction in customer friction points, and leadership alignment scores.