At Chewy, our mission is to be the most trusted and convenient destination for pet parents and partners, everywhere.
Miami, FL

Customer Service Quality Analyst I at Chewy (Miami, FL)

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Our Opportunity:

At Chewy, we are dedicated to providing exceptional customer service to our loyal pet owners. Our success is built on our ability to deliver a seamless, personalized experience that exceeds expectations. We are currently seeking a Quality Analyst to join our Customer Service CS Insights team and help us maintain our competitive advantage. The successful candidate will be responsible for analyzing speech to text data, reviewing CSAT survey responses, and presenting service delivery findings to operations leaders to improve the quality of CS interactions across voice, email, and chat channels. If you are a data-driven and customer-obsessed individual who thrives in a fast-paced environment, then we want to hear from you.

Role and Responsibilities:

  • Collaborate with operations leaders to identify and implement solutions to improve the quality and consistency of CS interactions
  • Analyze speech to text data for behavioral trends and patterns to identify quality improvement opportunities on CS interactions across all channels
  • Review CSAT survey feedback and performance trends to develop recommended action plans to enhance the customer’s servicing experience
  • Design and perform deep dive insights through targeted interaction level analysis to identify root cause drivers of servicing friction with recommended actions to improve those pain points
  • Develop persuasive and compelling narratives on analytical findings including the impact of recommended action plans
  • Present packaged analytical findings to operations leaders and collaborate on next steps to execute recommendations
  • Continuously monitor and assess the effectiveness of quality programs and recommend improvements as needed
  • Stay up to date with industry best practices and emerging trends in customer service quality assurance
  • Partner with cross-functional teams to identify areas for improvement in systems and processes that impact customer service quality


  • 5+ years of experience in customer service quality analysis or a related field
  • Proficient in analyzing speech to text data and contact center performance metrics
  • Experience interpreting data to develop a persuasive analytical narrative
  • Excellent communication skills with experience presenting complex data to business partners across the organization, including executive leadership
  • Strong analytical and problem-solving skills with the ability to work independently and collaboratively in a team environment
  • Knowledge of customer service best practices and emerging trends

Preferred Qualifications:

  • Bachelor's degree in business, marketing, or related field
  • Experience in e-commerce or retail industry
  • Familiarity with customer service channels, including voice, email, chat, and social media
  • Experience with data visualization tools, such as Tableau or Power BI
  • Knowledge of statistical analysis and querying tools, such as SQL, R or Python

As a Quality Analyst, you will play a critical role in driving our efforts to provide exceptional customer service to our loyal pet owners. If you are passionate about improving customer service quality and want to lead a dynamic and fast-paced team, apply now to become a part of the Chewy family.

Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected].

If you have a question regarding your application, please contact [email protected].

To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.

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What are Chewy Perks + Benefits

Chewy Benefits Overview

We offer competitive salaries and 401k, unlimited time off, comprehensive medical, dental, and vision benefits, in addition to wellness programs, online communities, and resources for improved physical and mental health... enabling you to be your best self - in and outside of work. With mentorship programs, employee resource groups, cross-functional job trainings, events, and customized development tracks for advancement, we're proud to help develop and promote our team members from within.

True to our business, we're pet-friendly and have fun pet-related perks like Paw-ternity leave for new pup parents and Chewy employee discounts. We offer countless volunteer opportunities, recreational club teams, company outings, happy hours, and team events to enable you to bond with fellow Chewtopians and have some fun!

Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
We're currently 100% remote due to caution and care for the health & well-being of our team. Post-pandemic, we plan to operate in a combination of onsite and remote, with logistics still being defined
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
We offer a commuter transit, parking, and dependent care FSA.
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K) matching
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Pet friendly
Recreational clubs
Chewy sponsors office sports leagues year-round.
Relocation assistance
Professional Development Benefits
Job training & conferences
Lunch and learns
Cross-functional lunch and learns.
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks

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