Quality Assurance Specialist
Unleashed Brands
Full time
Other
United States
Hiring from: United States
Join Our Team as a Quality Assurance Specialist for the Guest Loyalty Call Center!
At Unleashed Brands, we’re dedicated to creating fun, engaging, and inspiring experiences for families. Our mission is to help kids learn, play, and grow. With over 1,300 locations in development and plans for further expansion, we are looking for an energetic and motivated Quality Assurance Specialist to ensure that our guest loyalty call center delivers exceptional service!
What’s in it for You?
As a Quality Assurance Specialist, you will play a crucial role in evaluating and ensuring the quality of customer interactions within our guest loyalty call center. You will monitor recorded calls, score agent performance based on established criteria, provide actionable feedback to leadership, and contribute to ongoing efforts to enhance both customer experience and agent effectiveness.
Key Responsibilities
Performance Monitoring: Track and report on key QA metrics, observe agents’ ability to navigate systems and use tools, and assess performance based on adherence to scripts, accuracy, tone, professionalism, empathy, compliance, and overall service quality.
Documentation & Reporting: Maintain QA reports and documentation, record feedback during call monitoring, and compile quality reports to share with management. Stay up to date on all policies and procedures.
Team Training & Development: Keep current on QA best practices, identify recurring issues, collaborate with agent leadership to enhance performance, assist in developing call handling procedures, and provide recommendations for training and script updates.
Qualifications
At Unleashed Brands, we are committed to creating unforgettable experiences through innovative play. Our team is at the heart of our success, and we prioritize a well-maintained, safe, and secure work environment. Your contributions will help us continuously enhance the guest experience, and as a brand ambassador, you'll play a vital role in driving innovation within our organization.
About Unleashed Brands
Founded to curate and grow a portfolio of innovative and profitable brands that enrich children's lives, Unleashed Brands has spent the last decade building a proven platform for scaling businesses focused on family engagement. Our mission is to positively impact the lives of every child by providing fun, engaging, and inspiring experiences that help them reach their full potential. With over 350 locations currently open and plans to launch an additional 100+ units annually over the next five years, the future is bright. For more information, visit [www.unleashedbrands.com](http://www.unleashedbrands.com). Unleashed Brands is headquartered in the Dallas/Fort Worth metroplex.
Commitment To Equal Opportunity
Unleashed Brands is dedicated to fostering a diverse workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation, or any other basis protected by applicable law.
ADA Compliance
In alignment with the Americans with Disabilities Act (ADA), Unleashed Brands is committed to providing reasonable accommodations to qualified applicants and employees with disabilities during the job application or interview process, unless such accommodations would cause undue hardship.
Join us in making a difference in the lives of children and families through unforgettable experiences!
At Unleashed Brands, we’re dedicated to creating fun, engaging, and inspiring experiences for families. Our mission is to help kids learn, play, and grow. With over 1,300 locations in development and plans for further expansion, we are looking for an energetic and motivated Quality Assurance Specialist to ensure that our guest loyalty call center delivers exceptional service!
What’s in it for You?
- Remote Work
- Competitive Compensation: Enjoy a competitive hourly rate with opportunities for bonuses based on performance.
- Career Growth: As you excel in this role, you’ll have opportunities to influence training and development initiatives, further advancing your career.
- Benefits Package: We offer a comprehensive benefits package to support you and your family.
As a Quality Assurance Specialist, you will play a crucial role in evaluating and ensuring the quality of customer interactions within our guest loyalty call center. You will monitor recorded calls, score agent performance based on established criteria, provide actionable feedback to leadership, and contribute to ongoing efforts to enhance both customer experience and agent effectiveness.
Key Responsibilities
Performance Monitoring: Track and report on key QA metrics, observe agents’ ability to navigate systems and use tools, and assess performance based on adherence to scripts, accuracy, tone, professionalism, empathy, compliance, and overall service quality.
Documentation & Reporting: Maintain QA reports and documentation, record feedback during call monitoring, and compile quality reports to share with management. Stay up to date on all policies and procedures.
Team Training & Development: Keep current on QA best practices, identify recurring issues, collaborate with agent leadership to enhance performance, assist in developing call handling procedures, and provide recommendations for training and script updates.
Qualifications
- 1+ years of experience in Quality Assurance, preferably in call center or hospitality environments.
- Experience with Five9 is a must.
- Knowledge of software development life cycles and QA methodologies.
- Familiarity with bug tracking and test management tools.
- Excellent attention to detail and strong organizational skills.
- Strong communication and collaboration abilities, capable of working effectively with both technical and non-technical teams.
- Familiarity with manual testing and automated testing tools is a plus.
- Passion for delivering excellent customer experiences and ensuring product reliability.
- Computer proficiency, particularly in Microsoft Excel, Outlook, Word, Power BI, and SharePoint.
- Must be a resident of the United States.
At Unleashed Brands, we are committed to creating unforgettable experiences through innovative play. Our team is at the heart of our success, and we prioritize a well-maintained, safe, and secure work environment. Your contributions will help us continuously enhance the guest experience, and as a brand ambassador, you'll play a vital role in driving innovation within our organization.
About Unleashed Brands
Founded to curate and grow a portfolio of innovative and profitable brands that enrich children's lives, Unleashed Brands has spent the last decade building a proven platform for scaling businesses focused on family engagement. Our mission is to positively impact the lives of every child by providing fun, engaging, and inspiring experiences that help them reach their full potential. With over 350 locations currently open and plans to launch an additional 100+ units annually over the next five years, the future is bright. For more information, visit [www.unleashedbrands.com](http://www.unleashedbrands.com). Unleashed Brands is headquartered in the Dallas/Fort Worth metroplex.
Commitment To Equal Opportunity
Unleashed Brands is dedicated to fostering a diverse workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation, or any other basis protected by applicable law.
ADA Compliance
In alignment with the Americans with Disabilities Act (ADA), Unleashed Brands is committed to providing reasonable accommodations to qualified applicants and employees with disabilities during the job application or interview process, unless such accommodations would cause undue hardship.
Join us in making a difference in the lives of children and families through unforgettable experiences!
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