Specialist, QA & Customer Experience Job at Purple Mattress
Purple is a digitally-native vertical brand with a mission to help people feel and live better through innovative comfort solutions. To us, comfort means more than great products, it means empowering every employee to feel comfortable being themselves. We believe your career at Purple will be a one-of-a-kind “Career in Comfort” because our workforce is one-of-a-kind. We are committed to a culture of collaboration where every voice is heard and understood. As an innovation company at our core, we believe a diversity workforce brings better insights, solutions and products and serves as the backbone to bettering our company. Join with us as we add to our team of exceptional individuals who will help us take over the world — one mattress at a time.
Job Summary
The QA Specialist will be responsible for monitoring chat, email, and phone customer contacts for the purpose of evaluating teammate performance and behavior. This individual will attend regular calibrations and partner with contact center leaders to ensure all representatives offer outstanding service in their customer interactions consistently. The QA Specialist will be required to plan and prioritize work responsibilities to meet commitments aligned with organizational goals. Quality Assurance workflows are designed to promote a world-class customer experience led through the support and work from this role. The QA Specialist will help in leading and designing the implementation of effective policies, procedures, and tools to ensure that quality standards are met across the customer care organization.
Job Description
ESSENTIAL DUTIES AND RESPONSIBILITIES
Complete regular quality audits for the purpose of department certifications and to evaluate individual teammate adherence to quality standards.- Identify gaps in workflows/processes to improve efficiencies across the customer care organization.
- Partners with leaders across the business to ensure coaching and feedback are provided to each representative.
- Attends and participates in weekly calibrations to review contacts and discuss process improvement and opportunities to improve the customer experience.
- Supports, documents, and maintains quality policies, procedures, and monitoring forms.
- Tracks and performs data analysis readouts on quality trends and department gaps.
- Aligns individual and quality program goals with department and organizational initiatives and strategies.
- Partners with training organizations to assist in the development of quality training content.
- Provide training on quality workflows and processes to new-hire teammates.
- Documents and provides necessary information with leadership to support effective performance reviews.
- Demonstrates strong business acumen by staying up to date on workflows and processes to assist in the development, execution, and improvement of company strategies and plans.
- Actively participates in 1:1’s, team huddles, department meetings, and training.
- Monitor, manage, and report potential bugs or issues through industry standard tools such as JIRA.
- Creating and submitting required read communications based on work observations to align workflow expectations across the organization.
- In periods of excessive contact center volume, may assist with incoming calls, emails, chats
- Other duties may be assigned to meet other business needs.
EDUCATION/EXPERIENCE REQUIREMENTS
- 1-2 years of quality assurance experience (in a customer service contact center environment) preferred
- Working knowledge of business systems and applications, change management, and project management.
- Previous coaching and training experience preferred.
- Deep understanding of contact center quality processes and workflows.
- Proven success in increasing individual and team performance within a contact center setting.
- Experience with the following highly preferred:
- NICE/InContact
- inContact ACD/IVR
- Stella Connect
- Zendesk
- NetSuite
KNOWLEDGE, SKILLS, AND ABILITIES REQUIREMENTS
To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.
- Ability to learn quickly in a fast-paced work environment.
- Ability to analyze data and problem-solve while balancing all stakeholders.
- Ability to make excellent decisions that align with department and company strategies, expectations, and goals.
- Excellent written and oral communication skills with an ability to communicate effectively with all levels of the organization.
- Strong interpersonal skills and ability to work in a team environment.
- Proficient in basic computer skills and all Microsoft Office applications.
- Ability to work independently and be counted on to complete responsibilities consistently.
- Ability to prioritize and multi-task to meet deadlines and responsibilities.
BENEFITS AND PERKS
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Medical, Dental, Vision
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401(k) Match
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Flexible PTO
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Market Money
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Earn a Mattress
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Purple Swag
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Amazing Purple Products
WHY WORK AT PURPLE?
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Make your mark: We value innovative thinking. At Purple, you will be empowered to bring your ideas to life as we work together to improve people’s lives through comfort.
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Gain unique experience: Be a part of one of the fastest growing companies in Utah! The contributions you make will matter at Purple as the company continues to grow with you.
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Awesome culture: Join the tight-knit team at Purple and you can enjoy working alongside industry experts, making close friends, and annual employee appreciation events.
Purple provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment.
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