Senior Specialist, Quality Assurance

Summary

Join Evolve, a mission-driven company, as a Senior Specialist, Quality Assurance. You will monitor customer interactions, analyze performance data, and recommend improvements to enhance customer experiences. This role involves collaborating with various teams to establish quality standards, provide coaching, and drive continuous improvement. The ideal candidate possesses 3+ years of QA experience in high-volume customer service, exceptional communication skills, and strong analytical abilities. Evolve offers competitive compensation, comprehensive benefits, and opportunities for professional growth. The position is remote, with some location restrictions.

Requirements

• 3+ years of Quality Assurance experience in high-growth and high-volume, sales or customer service environments; previous hospitality experience preferred
• Exceptional written and verbal communication skills, specifically in providing feedback to a broad range of stakeholders including individual contributors, managers and learning professionals
• Highly organized, meticulous attention to detail and strong analytical skills are essential
• Ability to analyze behavioral and performance data to draw conclusions, inform strategy, and communicate trends to all levels within the organization
• Ability to work independently to meet deadlines while managing shifting priorities across multiple teams and scaling organization
• Ability to build strong relationships and effectively influence others
• Believe in and embody Evolve’s core values
• Passion for hospitality and commitment to maintaining high-quality standards

Responsibilities

• Monitor and evaluate a high volume of interactions (inbound and outbound calls, chats, cases and emails) between Evolvers and customers using a consistent QA framework and rubric to evaluate performance
• Analyze available data to identify performance trends and gaps, and recommend actionable insights to leadership in an environment of continuous improvement
• Establish metrics and reporting resources that reflect the trends needed to course correct and inform next steps to improve customer experiences
• Forecast trends by analyzing call data, performance metrics and other relevant information in an effort to proactively identify and address potential opportunities for improvement
• Identify messaging trends and correlate these to customer sentiment metrics, and create reporting to share these on a consistent basis
• Partner with your leadership team, trainers and department managers to identify performance opportunities and make recommendations on how to solve for and coach to ongoing skill development
• Participate in the design of call monitoring formats and quality standards
• Support iteration of existing quality resources to ensure alignment with organizational campaigns and desired outcomes
• Coordinate and facilitate call calibration sessions to ensure consistent coaching and application of internal standards across our customer facing teams
• Partner with trainers and frontline managers to identify teammates with outlying performance and coach as needed to improvement

Preferred Qualifications

• Experience leveraging and optimizing Quality Management Systems is a plus
• Expert knowledge of Google Sheets
• Salesforce experience a plus

Benefits

• Industry-competitive pay, equity in the company, and a 401(k) with a 4% immediate vesting match
• 16-18 weeks of paid parental leave for birthing parents and 10 weeks for non-birthing parents, plus infertility coverage
• Comprehensive medical, dental, and vision plans (100% employer-paid for individual enrollment), 10 free mental health visits, and pet insurance
• Generous PTO, RTO (for full-time exempt employees), sick leave, holidays, and a personal holiday to celebrate what matters most to you
• Annual Evolve travel credit after one year and discounts on stays at all Evolve properties
• World-class onboarding programs, learning, and development resources to help you grow your impact
• Employee Resource Groups celebrating our diverse communities at Evolve