Quality Assurance Specialist

4 weeks ago

Greensboro, North Carolina, United States PartnerHero Full time
Job Description

Quality Assurance Role

PartnerHero is seeking a skilled Quality Assurance Specialist to join our team. As a Quality Assurance Specialist, you will play a critical role in ensuring the quality of our services and products.

Key Responsibilities

  • Review and score interactions according to an established rubric, evaluating for quality and compliance.
  • Prepare reports for Operation Leaders and other key stakeholders regarding trends in performance and opportunities for process or training improvements.
  • Participate in root cause analysis (RCA) of qualitative and quantitative data regarding individual and team-wide performance.
  • Utilize a quality scoring tool to log insights and provide product feedback to improve the tool.
  • Assist in training and mentoring other QA Analysts as needed.
  • Participate in regular meetings for calibration and coaching strategy.
  • Develop insights and recommendations from analysis of quality audits.
  • Remain up to date on all necessary processes, products, and policies impacting the operation.

Requirements

  • An understanding of the importance and impact QA can have on a support organization.
  • Excellent time management, organization skills, and ability to meet deadlines reliably.
  • Ability to identify trends and root causes of these trends.
  • Data-driven reporting abilities- using visualizations, spreadsheets, and other data.
  • Ability to maintain strict confidentiality and awareness of implicit bias.
  • Ability to quickly learn and absorb partner culture, processes, and policies.
  • Growth mindset (receptive to feedback, learner).
  • Excellent communication skills (verbal, written, interpersonal).
  • Problem-solving skills.
  • Adaptable.
  • Detail-oriented.
  • Independent/Resourceful/Curious.
  • Able to work under pressure.
  • Proficiency in G-Suite applications (Docs, Sheets, Slides, etc.).
  • Proficiency in MS Office.

What We Offer

  • Full-time employment.
  • Competitive compensation based on experience.
  • A dedicated wellness program, including support from an in-house psychologist.
  • Attractive benefits package including medical, dental, and vision options based on location.
  • Access to free posture-based fitness workouts from home.
  • Paid Sabbatical Leave.
  • Training opportunities provided by PartnerHero and outside entities.
  • 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development.

Our Culture

Culture leads, success follows. Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

  • Care for others - Cooperate, empathize, and seek opportunities to put each other first.
  • Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change.
  • Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
  • Take ownership - Doing the right thing should come naturally.
  • Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues.

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact careers@partnerhero.com.

PRIVACY NOTICE

PartnerHero is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

To understand more about PartnerHero's privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.

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