Description: What You’ll Deliver:
Actionable Quality Insights: Conduct daily, in-depth audits of resident interactions to ensure service excellence across all brands (Package Delivery, Storage, Market and Valet Trash).
Gap Analysis & Strategy: Proactively identify systemic knowledge gaps and process friction, translating them into targeted development initiatives for our agents.
Performance Tracking & Reporting: Maintain and evolve reporting that visualizes individual agent growth and overall team health.
Dynamic Rating Systems: Partner with leadership to design and implement data-driven performance metrics that reflect a modern, resident-centric experience.
Stakeholder Collaboration: Represent the “Voice of the Resident” in syncs with internal leadership, BPO partners, and Product stakeholders to align quality with company goals.
Strategic Presentations: Create and deliver compelling reports that link agent performance data to broader business trends, learning opportunities, and product enhancements.
Special Projects: Act as a subject matter expert on cross-functional initiatives aimed at scaling our support operations and reducing resident friction.
Remote Workspace: We require a dedicated, distraction-free workspace that allows for uninterrupted “deep work” and clear communication during stakeholder syncs.
Technical Readiness: High-speed, reliable internet capable of supporting seamless video conferencing and high-volume data analysis.
Does Your Experience Check These Boxes?
QA Mastery: You have a deep understanding of CX frameworks, KPIs (CSAT, FCR, QA scores), and a proven track record of using data to drive measurable performance lifts.
Front-Line Roots: You’ve “been in the seat” as a Support Agent or Lead in a high-volume, fast-paced environment and understand the daily realities of customer support.
The “Coach” Mentality: You possess a natural ability to translate data into supportive, effective coaching that inspires behavior change and professional growth.
Analytical Storytelling: You can take a spreadsheet of raw interactions and turn it into a clear, persuasive narrative for leadership.
Adaptability: You thrive in a high-growth company and can pivot your focus as our product lines and resident needs evolve.
Tech-Fluent: You are comfortable navigating modern CRM and Quality platforms (e.g., Kustomer, Gladly, Stella Connect/Medallia) and know how to leverage their reporting features.
To apply for this job please visit jobs.lever.co.
