Quality Control Analyst, Customer Support

Girl Scouts of the USA

Founded in 1912, Girl Scouts of the USA (GSUSA) is the preeminent leadership development organization for girls and the leading authority on their healthy development. Millions of Girl Scout alums across the country and the world have gone on to achieve incredible things and make a tremendous impact in fields ranging from public policy, medicine, journalism, and athletics to international relations, science, technology, art, and entertainment.

As a mission-driven organization, Girl Scouts of the USA champions girls as they explore their worlds, try new things, and develop the courage, confidence, and character to make the world a better place. From stargazing during a first overnight camping trip to building robots, navigating a rocky hiking trail, working together on a community project, and learning about the importance of environmental stewardship, Girl Scouts of all backgrounds and abilities can unapologetically be themselves as they rise to meet new challenges and discover the issues that matter most to them. Along the way they learn the power of friendship, connection, and teamwork.

Girl Scouts are doers, innovators, problem-solvers, creators, and dreamers, and the GSUSA team is here to center, support, and inspire them, working with 111 local councils across the country and USA Girl Scouts Overseas to deliver our life-changing Girl Scout Leadership Experience.

Customer Care, part of the Experience Community, drives wide sustainable growth and health through implementation of strategic priorities in an aligned network. The team builds strong relationships and creates empowering ways of work between and among GSUSA and council leadership to ensure movement wide collaboration, trust and success. The team ensures GSUSA is offering excellent communications and customer service to councils and other customers.

This is a remote position

#LI-remote

The Quality Control Analyst, Customer Support is primarily responsible for monitoring, evaluating, and improving the quality and consistency of customer service interactions across phone, email, chat, case management, and related support channels. The Quality Control Analyst partners closely with customer service leadership and cross-functional teams to support quality standards, calibration, reporting, knowledge consistency, continuous improvement initiatives, and targeted learning solutions. This role requires a strong CRM background, analytical thinking, attention to detail, and the ability to translate findings into practical recommendations that improve team performance and customer satisfaction. This position reports to the Senior Director, CS Experience.

Monitors and evaluates customer interactions across phone, email, chat, social, and case management channels using established quality standards, audit criteria, and scorecards to assess accuracy, professionalism, compliance, and resolution quality.
• Analyzes quality results, customer trends, CRM and case management activity, and recurring defects to identify root causes, improvement opportunities, and risk areas.
• Prepares regular reporting on quality scores, service consistency, escalation patterns, and other performance indicators to support leadership decision-making.
• Delivers clear, constructive feedback through calibrations, quality reviews, and coaching insights.
• Identifies training and knowledge gaps and partners with team leaders, training, operations, and subject matter experts to help create and support training, coaching resources, and professional development materials.
• Helps collect, organize, update, and share service resources, job aids, and guidance that improve agent performance, knowledge application, service quality standards, and inquiry handling consistency.
• Maintains and helps refine quality frameworks, audit documentation, case review processes, knowledge resources, workflow standards, and inquiry management practices.
• Supports the rollout and reinforcement of training content, job aids, and professional development resources based on observed performance trends and identified learning needs.
• Provides light inquiry management support and backup coverage for case management and direct customer support as needed to maintain service continuity.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or activities required of the role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

• Strong analytical skills with the ability to identify trends, interpret quality data, evaluate root causes, and communicate actionable insights.
• Strong attention to detail, sound judgment, professionalism, and discretion when reviewing sensitive customer interactions and internal performance information.
• Ability to work independently, adapt to changing priorities, and contribute to a culture of accountability, learning, and service excellence.
• Demonstrated ability to review interactions objectively, apply quality standards consistently, and deliver clear, constructive feedback that supports performance improvement.
• Ability to manage light inquiry volume and step in as backup support for case management and direct customer support when operational needs require.
• Ability to build and maintain reports, dashboards, and quality summaries
• Experience collaborating with operations, training, and cross-functional teams to support calibration, knowledge consistency, and continuous improvement initiatives.
• Understanding of QA methodologies, calibration practices, and audit consistency
• Excellent written and verbal communication skills, strong organizational skills, and the ability to manage multiple priorities while meeting deadlines.

• Office 365 or similar suites
• Required CRM and case management experience, preferably Salesforce Service Cloud or similar platforms
• Advanced Excel and reporting tools for trend analysis, scorecards, and performance tracking
• Comfort working with performance metrics such as QA, CSAT, SLA, and escalation trends
• Knowledge base, documentation, workflow, and inquiry management tools
• Presentation and data visualization skills for sharing findings

• Bachelor's degree (BA, BS, BBA, etc.) from four-year college or university or equivalent
• Five (5) years' experience in customer service quality, quality assurance, support operations, or performance analysis, including hands-on CRM and case management experience
• Required experience working in CRM and case management environments, with the ability to navigate customer records, case workflows, and service documentation effectively.
• Quality assurance, customer experience, or Salesforce-related certifications are a plus

Compensation Range: Annual base salary range is between $66,000 - $80,000.

This represents the present low and high end of the pay range for this position. This pay range is only applicable to NYC Metro-based employees, on a hybrid schedule. Actual pay will vary based on various factors, including but not limited to experience.

FEATURED BENEFITS:

What We Offer:

Girl Scouts is powered by people, and we encourage our team members to be their best selves in and out of the office. We place a high priority on flexibility and offer a competitive employee salary and benefits package that includes:

Paid Time Off:

GSUSA offers 20+ days of paid time off, 2 floating holidays, as well as 9 workplace holidays per year. GSUSA staff also enjoy a paid holiday year-end office closure between Christmas and New Year's.

Other Benefits:

• Medical and Behavioral Health Coverage

• Plan options with individual and family coverage which includes wellness, hospitalization, and fertility assistance.
• Both plans include GSUSA partial subsidy of premium costs
• Dental and vision coverage

• Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs) including Health, Dependent Care, and Limited FSA for those with Health Savings Accounts
• Company-paid life insurance
• Flexible work arrangements
• 12 weeks of paid parental leave
• 401(K) with company match
• Short- and Long-Term Disability for salary continuation
• Health and Wellness Classes and Activities throughout the year

POSITION TYPE / EXPECTED HOURS OF WORK: This is a remote, full-time position. Days of work are Monday through Friday. Occasional evening and weekend work may be required as job duties demand.

AAP/EEO Statement: GSUSA is an equal employment opportunity employer.