Remote QA Specialist - CRS

Summary

Join a dynamic team at PartnerHero as a Quality Analyst Specialist. You will review interactions daily, assess for critical insights, and provide actionable recommendations based on trends observed. The ideal candidate is detail-oriented with strong independent work skills.

Requirements

• 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)
• Excellent communication skills (verbal, written, interpersonal)
• Problem-solving skills
• Adaptable
• Detail-oriented
• Independent/Resourceful/Curious
• Able to work under pressure
• Proficiency in G-Suite applications (Docs, Sheets, Slides, etc.)
• Proficiency in MS Office

Responsibilities

• Review and score RAA interactions according to an established rubric, evaluating for quality and compliance
• Prepare reports for Operation Leaders and other key stakeholders regarding trends in RAA 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 Analysts as needed
• Participate in regular meetings for calibration and coaching strategy
• Develop insights and recommendations from analysis of quality audits
• Remain up to date on all necessary processes, products, and policies impacting the operation
• Building and maintaining the subject matter expertise of your program

Benefits

• Full-time employment
• Competitive compensation based on experience
• A dedicated wellness program, including support from an in-house psychologist
• 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