Customer Support Quality Analyst

About Us:

AZAZIE stands as the leading direct-to-consumer (DTC) e-tailer, providing an array of bridal gowns, bridesmaid dresses, evening wear, and accessories. Designed in Los Angeles, AZAZIE disrupts the traditional wedding industry by presenting made-to-order gowns at an affordable price point. The brand is dedicated to promoting body-positive fashion, ensuring that all dresses, available in sizes 0-30, are meticulously cut and sewn to order. Explore our website, where you'll find hundreds of bridal and bridesmaid gowns and dresses, spanning over 80+ enticing color options.

Job Overview:

The Customer Experience / QA Analyst ensures critical customer feedback is translated into meaningful operational insights and measurable service improvements. This role reviews low-rated interactions and supporting feedback sources, including NPS comments, BBB complaints, external review sites, and escalations, to identify root causes, recurring trends, and opportunities to improve agent performance, content accuracy, training resources, policy clarity, and service delivery. Working closely with the Content Manager, Training Specialist, Supervisors, and CS leadership, this position helps ensure customer pain points are connected to the right action owners and translated into meaningful improvements across the customer experience.

Responsibilities and Duties:

• CSAT & root cause: Review low‑rated CSAT tickets to identify root causes across agent performance, process gaps, and policy issues, and summarize key trends for leadership.
• QA, coaching & training: Maintain a clear QA rubric, deliver targeted coaching and workshops, and translate recurring issues into training and policy updates.
• AI & automation quality: Monitor Zendesk AI performance (intents, suggested replies, automations), flag accuracy gaps, and partner with Content and Training to improve AI responses, deflection, and workflows.
• Insights & content alignment: Use analytics, sentiment, and tagging to surface emerging issues; track knowledge gaps, outdated macros, and underperforming SOPs, and drive content and resource updates.
• External feedback & reputation management: Review BBB complaints, NPS comments, external review sites, and escalations to identify systemic issues, surface recurring customer pain points, and ensure they are routed to the correct owners for timely resolution and measurable improvements.
• Performance & calibration: Track whether repeat issues improve after coaching, training, content, policy, or process updates are implemented. Support BPO quality reviews and participate in frontline tickets as needed to stay aligned with current processes and customer pain points. Help facilitate regular calibration and “CX Insight” updates to align stakeholders on recurring patterns, actions taken, and improvement progress.

Note: These duties are intended to describe the general nature and level of work performed and are not exhaustive. The company reserves the right to modify duties and responsibilities as business needs evolve.

Qualifications:

• 2+ years in Customer Experience or Quality Assurance
• Strong analytical skills and attention to detail
• Excellent written, verbal, and interpersonal communication
• Familiarity with Zendesk, Google Suite, Slack and training platforms
• Passion for improving content, training, and customer satisfaction
• Collaborative mindset and ability to navigate urgent priorities
• Comfortable adapting in a fast-paced, evolving environment
• Local to the San Jose HQ or able to travel regularly

Benefits:

• 100% Medical, Dental, Vision, Life insurance offered after a 60-day probationary period
• Paid vacation days and sick leave
• Paid Holidays + Floating Holidays
• 401k match
• Parking/Commuter reimbursement (LA based employees only)
• Free snacks and drinks in office
• Employee discount
• Gym access in building
• Company engagement events

Physical Requirements:

While performing the functions of this job, the employee is regularly required to sit; frequently required to talk or hear; and occasionally required to stand, walk, use hands to finger, handle, or feel, reach with hands and arms, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close, distance and color vision.

Azazie, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements. Azazie, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.