Senior Specialist, Quality Assurance

Why this role

We’re looking for a Senior Specialist, Quality Assurance to join our team of learning and enablement experts to help our customer facing teams deliver on our vision of becoming the most trusted hospitality brand in vacation rental.  As a Senior Specialist, Quality Assurance, you’ll be directly involved in shaping the standards of customer interactions, as well as supporting value creation with owners and guests. As part of our broader Learning and Enablement department, you’ll have the opportunity to work with a cross-functional group of Evolve teams and leaders as you help drive high quality performance and amplify every Evolver’s potential. 

What you’ll do

• 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

What makes you a great fit

• 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
• Experience leveraging and optimizing Quality Management Systems is a plus
• Expert knowledge of Google Sheets
• Salesforce experience a plus
• Believe in and embody Evolve’s core values
• Passion for hospitality and commitment to maintaining high-quality standards

Compensation

For this role compensation is based on an hourly pay rate. Our base pay range is $69,000 - $80,000 annually, based on a 40 hour work week ($33.17-$38.46/hour) depending on relevant experience