Quality Control Analyst, Customer Support

About the Organization

Girl Scouts of the USA (GSUSA), established in 1912, is a leading leadership-development organization for girls and a recognized authority on healthy youth development. Its alum network spans the United States and the world, with members contributing across public policy, medicine, journalism, athletics, science, technology, the arts, entertainment, and international relations.

As a purpose-led organization, GSUSA encourages girls to grow in confidence, character, and courage as they explore new experiences, work with others, and take on challenges that help them shape a better world. The movement is supported by staff working with 111 local councils and USA Girl Scouts Overseas to deliver the Girl Scout Leadership Experience.

The Customer Care function, which sits within the Experience Community, supports sustainable growth and organizational health by advancing aligned priorities across the network. It focuses on building trust, collaboration, and strong working relationships between GSUSA and council leadership while ensuring excellent communications and service for councils and other customers.

Role Overview

This is a remote position for a Quality Control Analyst focused on Customer Support. The role centers on reviewing, measuring, and strengthening the quality and consistency of service interactions across phone, email, chat, case management, and other support channels. The analyst works closely with customer service leaders and cross-functional partners to support quality standards, calibration, reporting, knowledge consistency, continuous improvement, and learning solutions.

The position calls for a solid CRM background, strong analytical ability, sharp attention to detail, and the judgment to turn review findings into practical actions that improve team performance and customer satisfaction. This role reports to the Senior Director, CS Experience.

Key Responsibilities

Core duties include monitoring and evaluating customer conversations and case activity using defined quality criteria, scoring standards, and audit tools. The role also involves interpreting quality data, customer trends, and recurring issues to uncover root causes, risk areas, and opportunities for improvement.

The analyst prepares recurring reports on quality performance, service consistency, escalation patterns, and related metrics to inform leadership decisions. Feedback is shared through calibrations, quality reviews, and coaching insights in a clear and constructive way.

Additional responsibilities include spotting learning and knowledge gaps, working with training, operations, team leads, and subject matter experts to build coaching materials and development resources, and maintaining service references such as job aids, guidance documents, workflow standards, and inquiry-handling resources.

The role also helps sustain quality frameworks, audit records, case review practices, and knowledge-management processes. As needed, the analyst provides light support for inquiry handling and backup coverage for direct customer service and case management to help maintain continuity.

Required Experience and Qualifications

Candidates should hold a bachelor’s degree or an equivalent qualification and bring five years of experience in customer service quality, quality assurance, support operations, or performance analysis. Hands-on experience in CRM and case management environments is required, including the ability to work effectively with customer records, service workflows, and documentation.

Applicants should also have strong analytical thinking, the ability to evaluate trends and root causes, sound judgment, discretion, and a consistent approach to applying quality standards. Strong organizational skills, clear written and verbal communication, and the ability to manage multiple priorities and deadlines are also important.

Experience working independently, adapting to changing priorities, collaborating across operations and training teams, and supporting calibration and continuous improvement efforts is expected. Familiarity with QA methods, calibration practices, and audit consistency is needed. Certifications in quality assurance, customer experience, or Salesforce are considered an advantage.

Technical Skills

The role requires comfort with Office 365 or a similar productivity suite, along with CRM and case management tools such as Salesforce Service Cloud or comparable platforms. Advanced Excel and reporting tools are needed for trend analysis, scorecards, and performance tracking.

Working knowledge of quality and service metrics such as QA, CSAT, SLA, and escalation trends is important, as is experience with knowledge bases, documentation systems, workflow tools, inquiry management tools, and presentation or data visualization tools for sharing insights.

Working Pattern and Additional Details

This is a full-time remote role. The standard workweek runs from Monday through Friday, with occasional evening or weekend work possible depending on business needs. Travel may be required at a level of 0–10%.

The organization is committed to equal employment opportunity and reasonable accommodations may be made for individuals with disabilities to perform the essential functions of the role.

Compensation

The annual base salary range for this position is $66,000 to $80,000. This pay range applies to NYC Metro-based employees on a hybrid schedule, and actual compensation may vary based on experience and other relevant factors.

Benefits

GSUSA offers a flexible and competitive benefits package designed to support employee wellbeing and work-life balance.

Benefits include more than 20 days of paid time off, 2 floating holidays, 9 workplace holidays, and a paid office closure between Christmas and New Year’s. Medical and behavioral health coverage is available with individual and family plan options, including wellness, hospitalization, and fertility support, along with a partial premium subsidy from GSUSA.

Additional benefits include dental and vision coverage, health savings accounts, flexible spending accounts for health, dependent care, and limited HSA-related FSA use, company-paid life insurance, flexible work arrangements, 12 weeks of paid parental leave, a 401(k) with company match, short- and long-term disability coverage, and health and wellness classes and activities throughout the year.