Customer Quality Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Conduct Quality Assurance evaluations of interactions between internal teams and external partners, supplying actionable insights.

• Facilitate QA calibration meetings with global partner teams to ensure scoring consistency and alignment with established quality standards.

• Contribute to the ongoing enhancement of the QA program through redesigning QA forms, refining processes, initiating calibration programs, and undertaking quality-focused projects.

• Utilize performance trends and feedback to propose improvements.

• Oversee and address inquiries submitted via the QA Callouts process.

• Collaborate with cross-functional teams to assess workflows, knowledge content, and training materials.

• Examine quarterly QA performance metrics across global regions, pinpoint trends and opportunities, and present insights and recommendations to stakeholders.

• Work alongside leadership and operational teams to promote quality initiatives and enhance performance outcomes.

• Ensure the maintenance of accurate QA documentation, reporting, and records.

⛳️ Requirements

• A high school diploma is required.

• College coursework or technical training is preferred.

• A minimum of 2 years of customer service experience is necessary.

• Prior experience in Quality Assurance, quality monitoring, auditing, or customer experience programs is preferred.

• Proven ability to thrive in a fast-paced environment while juggling multiple priorities and deadlines.

• Strong sense of ownership and capability to execute complex tasks with minimal guidance.

• Exceptional written and verbal communication skills.

• Proficiency in Microsoft Office, CRM tools, and quality monitoring platforms.

• Robust analytical skills to interpret data, identify trends, and provide valuable insights.

• Competence in analyzing, evaluating, and effectively communicating project and program performance.

• Strong organizational skills and meticulous attention to detail.

• Ability to convey observations, performance metrics, and concerns to leadership.

• Experience collaborating across functions within matrixed organizations.

• Capacity to work independently, remaining focused, dependable, and productive in a remote work setting.

• Proven ability to influence others without direct authority.

• A strong passion for continuous improvement and enhancing customer experience and quality programs.

🏝️ Benefits

• Benefits and perks provided by YETI (specific details available on the linked benefits page).

• An equal opportunity employer.

• Disability accommodations are available during the selection process.