Technical Customer Care QA Analyst

Job Summary

Homeland is partnering with a global leader in healthcare technology to hire a skilled and driven Technical Customer Care QA Analyst for their Bloomington, MN Call Center. This critical role requires over two years of quality assurance experience in a technical B2B SaaS customer support environment, along with a strong understanding of QA methodologies, best practices, and compliance requirements.

​The ideal candidate will be proactive, show initiative, and possess exceptional communication skills with a strong customer-focused mindset. In this role, you will diagnose technical and user-related issues for both new and existing customers, ensuring a consistently high-quality support experience. This is an excellent opportunity to contribute to a fast-paced, innovative organization while delivering impactful results. Respo

n

sibilitiesDevelo

• p and execute the overall quality assurance strategy to ensure exceptional customer experience and compliance with established standardsLead,
• coach, and manage Quality Assurance and Technical Customer Support Training Specialists, providing guidance and support for consistent evaluation and feedback processesConduc
• t Quality Assurance assessments of technical support interactions, ensuring adherence to protocols and SLAsPerfor
• m regular audits and assessments to identify areas for improvement, highlight best practices, and ensure compliance with quality standardsIdenti
• fy trends, patterns, and root causes of quality issues, collaborating across teams to implement corrective actions and process improvementsMainta
• in and uphold technical customer support center quality standardsMonito
• r and evaluate technical support interactions (phone calls, chats, and emails) to assess agent performance and adherence to scripts and proceduresProvid
• e feedback and coaching to agents, focusing on areas for improvement and enhancing customer service skillsCollab
• orate with management to deliver meaningful, constructive feedback during daily and weekly coaching sessionsAnalyz
• e support metrics (e.g., SLAs, CSAT) and assess agent and team performance against KPIsCreate
• and implement strategies to improve customer service KPIs and support agent performance through tailored instructions and ongoing coachingPartne
• r with QA leadership, support management, and training teams to map training needs and ensure continuous improvementLead a
• nd participate in calibration sessions to ensure evaluation consistency and performance improvementMainta
• in familiarity and expertise in product offerings, industry knowledge, and customer personas, including certifications as required Requ

i

r

ements2 yea

• rs of experience in quality assurance within a technical B2B SaaS customer support environmentExcell
• ent understanding of QA methodologies, best practices, and compliance requirementsExcept
• ional analytical skills with the ability to identify trends, patterns, and root causes of quality issues and recommend corrective actionsStrong
• customer service and communication skills, with proficiency in SalesforceStrong
• organizational skills with the ability to manage priorities and workflows effectivelyDetail
• -oriented with robust technical skillsProven
• interpersonal, collaborative, and relationship-building abilitiesPassio
• nate about customer service and committed to delivering value to customersFlexib
• ility to work assigned shifts, including weekends, with hours ranging from 7 AM to 7 PMExperi
• ence with SMB or non-tech-savvy personas is a plusFamili
• arity with supporting software that offers a freemium platform is a plus Benef

i

tsEmploy

ees are offered a generous benefit package which includes Medical, Dental, Vision, 401K, Disability, HSA, PTO and more! Summa

r

yApply

today! EEO N

o

ticeHomela

nd LLC is an Equal Opportunity Employer. Homeland LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Homeland LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.