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Customer Experience Quality Assurance Specialist

Customer Experience in New York or Missoula

About the role: 

The CX Quality Assurance Specialist will support the day-to-day execution of QA audits, associate growth and development plans, and metric analysis for our globally dispersed and rapidly growing Customer Experience team. 

About the Right Team Member:

You have a passion for fostering growth and development, motivating and empowering individuals to do their best work while driving everyone towards a collective goal. You are an excellent communicator, easily breaking down complex issues so they can be understood and actioned by Associates. You are able to meaningfully examine quantitative and qualitative data, evaluating how they come together to create a holistic picture of performance. You are able to provide action-oriented feedback with tact and empathy. You are highly organized and structured, even in a fast-paced and ever-evolving environment. You are unafraid of challenging the current state in order to drive Associates and the CX Team forward.

Responsibilities

  • Drive Quality Assurance meetings with Team Leads to ensure scoring, insights and needed action are appropriately communicated to Associates
  • Oversee the implementation of structured development plans for Associates who demonstrate a need for more granular coaching
    • Work closely with Team Leads to drive conversations around Associate performance and improvement plans
    • Provide clear, actionable feedback for Associates to implement in order to improve individual Quality Assurance metrics
  • Partner with CX Enablement Lead to continuously adjust Quality Assurance program to meet the needs of a constantly growing CX Team - including rubric design, audit cadence, reporting and technology
  • Develop a deep understanding of ClassPass members’ sentiment, working with a variety of data to identify trends within Customer Satisfaction survey responses
    • Discern between member sentiment regarding CX policies and CX Associates
    • Identify, prioritize, and operationalize customer experience gaps
  • Deliver monthly updates on team quality assurance successes, misses, and trends
  • Monitor development of newly hired Associates through careful analysis of progress metrics and evaluation of initial communication with ClassPass members
  • Communicate directly with the CX Enablement Lead to ensure training is addressing gaps in Quality Assurance scoring

Requirements

  • Minimum 2 years experience in Customer Experience
  • Minimum 1 year in Training, Education, or Mentoring
  • Strong written, verbal, and non-verbal communication
  • Ability to blend quantitative and qualitative data to drive insights into performance
  • Deep passion for overall customer experience
  • Highly organized, with exceptional time management
  • Critical eye and thorough attention to detail
  • Proficient in the use of various Google Suites
  • Highly motivated and accountable self-starter

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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