Quality Assurance Analysts – Food Hub
Job Description
Foodhub Grenada is seeking 2 detail-oriented and analytical Quality Assurance (QA) Analysts to support our Online Services team. The successful candidate will be responsible for monitoring and evaluating customer interactions, identifying performance gaps, and supporting continuous improvement to ensure a high standard of customer experience.
Key Responsibilities
- Monitor and evaluate customer interactions across chat, email, and other support channels
- Score agent performance based on established QA guidelines and scorecards
- Provide clear, structured feedback and coaching opportunities to agents
- Identify trends, gaps, and recurring issues impacting service quality
- Prepare and share QA reports, insights, and performance summaries
- Participate in calibration sessions to ensure consistency in evaluations
- Work closely with Team Leads and Training to improve overall team performance
- Ensure adherence to company policies, procedures, and quality standards
Requirements
- Minimum of 5 CXC subjects, including English and Mathematics
- Previous experience in Customer Service or Quality Assurance is an asset
- Strong written and verbal communication skills
- Strong analytical and problem-solving skills
- Proficiency in Microsoft Excel
- Mandatory: Working knowledge of Zoho Sheets
- High attention to detail and accuracy
- Ability to work independently and manage multiple priorities
What We’re Looking For
- Mature, responsible individuals who demonstrate professionalism, accountability, and sound judgment
- Strong attention to detail with a commitment to accuracy
- A proactive mindset with the ability to identify issues and recommend solutions
- Ability to provide constructive feedback in a clear and professional manner
- A team player who collaborates effectively with leadership and agents
- Comfortable working with data, metrics, and performance tracking
