About Us
UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.
Job Summary
The
B2B Quality Analyst (QA)
is responsible for monitoring, evaluating, and improving the quality of customer interactions delivered by B2B Technical Support Agents supporting
Optimum Business customers
. The role focuses on ensuring adherence to
Optimum quality standards, UnifyCX processes, compliance requirements, and customer experience expectations
, while driving continuous performance improvement through actionable feedback, insights, and collaboration.
Key Responsibilities
- Quality Monitoring & Evaluation
- Conduct regular call, chat, and ticket audits for B2B Technical Support interactions.
- Evaluate interactions against Optimum QA frameworks, scorecards, and quality guidelines.
- Ensure adherence to compliance, security, documentation, and process standards.
- Feedback & Coaching Support
- Provide clear, structured, and timely feedback to agents and Team Leads.
- Identify behaviour gaps and recommend coaching actions to improve performance.
- Support calibration sessions with Operations, Training, and Leadership teams.
- Customer Experience & Process Adherence
- Assess agent performance on customer experience drivers such as:
- Ownership and urgency
- Empathy and professionalism
- One Call Resolution (OCR)
- Accurate troubleshooting and documentation
- Ensure service-to-sales conversations are compliant, consultative, and aligned with Optimum guidelines.
- Root Cause Analysis & Insights
- Analyze quality trends, defect drivers, and repeat issues.
- Identify systemic gaps related to process, knowledge, tools, or training.
- Share actionable insights and recommendations with stakeholders.
- Reporting & Performance Tracking
- Prepare and maintain quality dashboards, reports, and scorecards.
- Track QA scores, trends, compliance gaps, and improvement progress.
- Highlight risks and improvement opportunities proactively.
- Calibration & Stakeholder Collaboration
- Participate in internal and client-facing calibration sessions to ensure scoring consistency.
- Collaborate with Team Leads, Trainers, and Operations Managers to align quality expectations.
- Support quality-related initiatives and continuous improvement projects.
- Training & Knowledge Support
- Partner with Training teams to identify learning needs based on QA findings.
- Support refresher training, process updates, and quality briefings.
- Stay updated on Optimum products, tools, policies, and process changes.
- Documentation & Compliance
- Ensure accurate audit documentation and proper storage of QA records.
- Always maintain confidentiality and data security standards.
- Adhere to UnifyCX and Optimum compliance requirements.
Qualifications
- Education: High School Diploma or equivalent; some college preferred.
- Experience:
- Minimum 3–5 years in a contact center environment (Telecom / Technical Support preferred).
- At least 1–2 years’ experience as a Quality Analyst, SME, or Team Lead.
- Prior experience supporting B2B customers is strongly preferred.
- Strong understanding of:
- Telecom / Technical Support workflows
- B2B customer expectations
- Quality frameworks and compliance standards
- Experience with QA tools, ticketing systems, and CRM platforms.
- Strong analytical, reporting, and problem-solving skills.
- Excellent verbal and written English communication skills (C1 proficiency preferred).
- Strong attention to detail and consistency in evaluations.
- Ability to provide constructive feedback with professionalism and empathy.
- Flexibility to work US-aligned shifts, including weekends and holidays if required.
Good understanding of US geography, culture, and business customer needs.
