SKIMS is a solutions-oriented brand creating the next-generation of underwear, loungewear, and shapewear.

We set new standards with our game-changing product and are a driving force within pop-culture.

We are seeking a meticulous and detail-oriented QA Analyst to join our CX team. The QA Analyst will be responsible for auditing SMS, chat, and email customer service interactions using an auditing tool. The ideal candidate will have a keen eye for detail, strong analytical skills, and a passion for ensuring customer satisfaction through consistent and high-quality service. 

Responsibilities: 

·Conduct thorough audits of SMS, chat, and email customer service interactions using Playvox tool. 

·Evaluate the quality of interactions based on predefined criteria, including accuracy, professionalism, and adherence to company policies and procedures. 

·Provide detailed objective feedback and coaching to customer service representatives and team leaders to help improve performance and maintain quality standards. 

·Identify trends and patterns in customer interactions to suggest process improvements and training opportunities. 

·Collaborate with cross-functional CX teams, including service delivery, training, and operations, to implement quality initiatives, calibrate for consistency, and drive continuous improvement. 

·Maintain accurate records of audit results and performance metrics. 

Requirements: 

·Bachelor's degree in a relevant field or equivalent work experience. 

·Proven 3 years' experience in quality assurance or customer service, preferably in an eCommerce environment. 

·Familiarity with quality assurance tools and methodologies, particularly Playvox or similar software. 

·Excellent analytical and problem-solving skills, with the ability to identify issues and propose effective solutions. 

·Highly skilled in programs used to report and analyze trends: E.g. Excel, Sheets,

·Strong communication skills, both verbal and written, with the ability to provide constructive feedback and coaching in a clear and professional manner. 

·Highly organized and detail oriented. 

·Collaborative mindset with the ability to work effectively in a team environment. 

·Flexibility to adapt to changing priorities and business needs. 

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Benefits and Culture

·100% Company Paid Healthcare (medical, dental, vision)

·Kind Body Fertility Benefits  

·401(k) savings plan with up to 4% match

·Unlimited PTO

·Full Access to LinkedIn learning 

·Employee Discounts

Perks (HQ Location)

·Free weekly catered lunch at HQ – M/W/Th

·Dog-Friendly office

·Free Swag Giveaways

·Annual Holiday Party

·Annual Summer Party

·Invitations to pop-ups and other company events

·Complimentary daily office snacks and beverages 

SKIMS is committed to continuously creating an inclusive environment for all employees and candidates, reflective of the rich diversity of the communities we serve. Equitable workplaces foster innovation and excellence, and in our commitment to culture of belonging qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.