Concierge Quality Strategist (Contractor)
About The Position
We’re looking for a strategic, systems-minded Concierge QA Strategist to lead and evolve ARMRA’s Concierge (CX) Quality Assurance program. This role goes far beyond grading tickets. It’s about defining what excellence looks like in every customer interaction and using that standard to coach, calibrate, and improve performance across the board. You’ll own day-to-day audits, collaborate closely with CX leads and agents, and ensure that our quality processes are consistent, fair, and aligned with ARMRA’s tone, regulatory standards, and brand integrity. You’ll serve as the internal authority on how quality is defined, measured, and improved. This role requires deep knowledge of QA best practices, strong systems thinking, and the ability to synthesize data into insight-driven improvements.
Requirements
- 3–5+ years in QA, CX operations, or CX enablement, preferably in a premium and/or regulated industry
- Experience running or heavily contributing to a QA program at scale
- Deep familiarity with QA platforms and audit workflows
- Excellent written and verbal communication for coaching, grading, and escalations
- Fluency in interpreting QA dashboards and building data-informed reports
- Comfort coaching agents and peers, including sensitive feedback or trend corrections
Responsibilities
- Own and execute ARMRA’s QA program
- Maintain daily audit coverage across all Concierge channels (email, chat, social)
- Audit with attention to tone, accuracy, scientific compliance, and regulatory risk
- Prevent audit duplication and ensure balanced agent coverage
- Translate audit findings into digestible, constructive feedback for agents and team leads
- Spot individual and team trends, and recommend coaching priorities
- Identify recurring misses and escalate knowledge or workflow gaps to CX/Training
- Manage calibration cycles with the QA team and Concierge leadership
- Maintain QA rubrics and SOPs; ensure changes reflect evolving standards
- Partner with leadership to align on QA metrics and expectations across roles
- Support ongoing feedback loops to the Leadership and Concierge teams
- Partner with the Training Lead to align QA with agent onboarding and L&D curriculum
- Coach junior QA Team Lead to ensure consistency, clarity, and grading confidence
- Serve as a go-to for rubric interpretation, scoring resolution, and process edge cases
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
