Customer Service Quality Expert

Quality Assurance Specialist Role

This is an excellent opportunity for a Quality Assurance (QA) professional to join our team and take on a key role in ensuring the quality of customer interactions.

As a CS Quality Assurance Specialist, you will be responsible for reviewing and scoring associate interactions according to an established rubric, evaluating for quality and compliance.

• Review and score associate interactions according to an established rubric, evaluating for quality and compliance.
• Prepare reports for Team Leads, Program Managers, and other key stakeholders regarding trends in associate performance and opportunities for process or training improvements.
• Participate in root cause analysis (RCA) of qualitative and quantitative data regarding individual and team-wide performance.
• Utilize a quality scoring tool to log insights, and provide product feedback to improve the tool.
• Assist in training and mentoring other QA Specialists as needed.
• Participate in regular meetings for calibration and coaching strategy.
• Develop insights and recommendations from analysis of quality audits.
• Create reports for leadership and other key stakeholders.
• Remain up to date on all necessary processes, products, and policies impacting the operation.
• Building and maintaining the subject matter expertise of your program.

Key Requirements

• At least 2 years of related experience in the Quality Assurance role in the BPO
• An understanding of the importance and impact QA can have on a support organization
• Excellent time management, organization skills, and ability to meet deadlines reliably
• Ability to identify trends and root causes of these trends
• Data-driven reporting abilities- using visualizations, spreadsheets, and other data
• Ability to maintain strict confidentiality and awareness of implicit bias
• Ability to quickly learn and absorb partner culture, processes, and policies
• Growth mindset (receptive to feedback, learner)
• Problem-solving skills
• Adaptable
• Detail-oriented
• Able to work under pressure
• Proficiency in G-Suite applications (Docs, Sheets, Slides, etc.)
• Proficiency in MS Office

Competitive Compensation Package

• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact.