Customer Success Quality Assurance Specialist

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. What You Will Do 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