Quality Assurance Specialist

Who We Are

Brolly Labs, now rebranded as CatalyzeX, is a business process outsourcing specialist that combines process expertise with top offshore talent, delivering the best value outcomes for its clients. We support fast-growing e-commerce brands by helping them scale efficiently through high-quality back-office, order management, and customer support services.

Who Were Looking For

CatalyzeX is seeking a Quality Assurance Specialist who will play a pivotal role in monitoring and evaluating the performance of customer support accounts. Working closely with Training and Implementation teams, you will ensure KPIs and service standards are consistently met, identify areas for improvement, and maintain regular communication with brand stakeholders to provide visibility into support quality and performance.

What You'll Do

• Monitor key performance indicators (KPIs) and metrics across multiple merchant accounts
• Conduct regular quality assessments of customer interactions and support processes
• Identify performance gaps and collaborate with Trainers and Automation Specialists to drive improvements through coaching, retraining, or configuration updates
• Prepare and deliver weekly performance reports and insights to internal teams and client partners
• Maintain consistent communication with both internal stakeholders and client brands to ensure alignment and transparency
• Assist in refining QA processes, scorecards, and standards to elevate quality benchmarks

What You Bring

• Proven experience in quality assurance, customer support analytics, or similar roles (preferably in e-commerce, BPO, or SaaS settings)
• Familiarity with customer support platforms (e.g., Gorgias, Zendesk, Intercom) and typical CX KPIs
• Strong analytical skills to evaluate performance data and translate findings into actionable feedback
• Clear and confident communicator, comfortable working across departments and client-facing when needed
• Detail-oriented with a continuous improvement mindset

Contract Type & Expectations

• Independent Contractor
• Full-time preferred
• Rate: $6 - $7
• Working hours: Typically U.S. business hours (EST or PST)

If you're eager to seize this opportunity and ready to leave your mark, please submit your application through our Careers Page. Note that only applications submitted using the career page form will be considered. Thank you.