Quality Assurance Specialist
About The Position
The Quality Assurance Specialist (QAS) reports directly to the Senior Director of Customer Success. This is a critical role that measures the quality of all customer/client facing interactions and ensures our rapidly growing service organization maintains a standard of excellence that sets us apart from the competition. The QAS will coordinate with leadership to facilitate the creation of an adaptable quality monitoring process that supports the entire service organization and flexes accordingly based on outcomes, feedback, new insight, leadership’s vision/expectations, and generalized optimization.
Requirements
- Two years previous experience in a customer service or support role
- Exceptional attention to detail
- Strong verbal and written communication with the ability to articulate and deliver unbiased & difficult feedback clearly and professionally
- Excellent organizational and time-management skills
- Ability to meet and exceed stated target service level agreements as defined by leadership
- Problem-solving skills with the ability to analyze problems, think critically, and find effective solutions for addressing obstacles
- Demonstrated high degree of comfort escalating the need for corrective action and collaborating across the organization to achieve resolution
Nice To Haves
- Associate’s Degree
- Two years previous experience in a quality assurance role
- Bilingual or Multilingual (Spanish/English preferred)
Responsibilities
- Ensure all customer/client facing facets of the organization are monitored
- Hold daily monitoring/observation sessions
- Document monitoring sessions & feedback loops
- Provide coaching & feedback based on monitoring observations
- Uncover and share opportunities to improve or enhance training
- Keep leadership apprised of the need for corrective action
- Administer ongoing satisfaction & NPS surveys
- Coordinate & deliver monitoring & survey feedback to leadership on a recurring basis with trend analyses, noting opportunities & recommendations for improvement
- Carry out all facets of the Quality Assurance program
Benefits
- We offer an excellent salary and benefits commensurate with experience.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
