Job Description
In this position, you will help our teams achieve consistent service that wows our customers by reviewing customer interactions and holding the team accountable to high performance standards. You will grade interactions with customers to determine if customers received genuinely helpful service. These call and chat reviews help our team to improve through feedback and accountability. Your assessments and helpful comments will allow team members to grow and thrive within their roles and will help give our customers great experiences.
1. Review inbound and outbound calls for teams for quality assurance according to our metrics
2. Research account activity to ensure proper completion, follow up, and communication.
3. Review chat logs for team members for quality assurance.
4. Audit data and system reports for discrepancies, identifying and reporting anomalies
This is a fully remote position. This is not a flex-time position – it is consistent dedicated work during scheduled hours.
Requirements
- Ability to make thoughtful decisions
- Active listening skills
- Appreciation for research
- A good balance of left and right-brained thinking
- Can hold people accountable to high standards
- Strong attention to detail with a precision-mindset
- Must have high-speed internet, a quiet workspace without family or pets in the room and a back-up plan for power or internet outages (we provide all computer and headset equipment)
Benefits
- Competitive compensation
- Group health insurance including health savings account; options for dental and vision insurance
- 401k with company match
- Paid time off
- Work-from-home position, even after COVID-19 pandemic is over
- All computer equipment provided