Bpo Quality Analyst Specialist

Role Details
Position Type: Full-time
Work Schedule: Various shifts and weekends as needed
Work type and Location: On-site. Greensboro, NC
Expected start date: March, 2024
About The Role
Are you passionate about quality? Our business is growing, and we are expanding our support for the company's operations quality goals. A successful Quality Assurance Specialist will ensure the quality goals for a large program of Remote Assistance Advisors (RAA). RAAs provide vehicular assistance before, during, and/or after driverless trips through proprietary tooling to interact with the fleet on the road. In this revolutionary and innovative program, our "customer" is the autonomous vehicle.
You will review interactions daily and assess for critical insights and continuous improvement. You will be able to accurately and consistently score an interaction against a QA rubric, provide actionable recommendations based on trends observed, fully master the product and processes, collaborate with Training Specialists, keep up with changes, identify risks that negatively impact the overall quality and safety of RAAs and the autonomous vehicle for improvement. The ideal candidate will be detail-oriented while able to see the big picture, a strong independent worker who can confidently express areas of improvement backed by data.
You'll Be...

• Reviewing and scoring RAA interactions according to an established rubric, evaluating for quality and compliance
• Preparing reports for Operation Leaders and other key stakeholders regarding trends in RAA performance and opportunities for process or training improvements
• Participating in root cause analysis (RCA) of qualitative and quantitative data regarding individual and team-wide performance
• Utilizing a quality scoring tool to log insights and provide product feedback to improve the tool
• Assisting in training and mentoring other QA Analysts as needed
• Participating in regular meetings for calibration and coaching strategy
• Developing insights and recommendations from analysis of quality audits
• Remaining up to date on all necessary processes, products, and policies impacting the operation
• Building and maintaining the subject matter expertise of your program

What You Bring To The Table

• 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 Provide

• On-site work
• Competitive compensation based on experience
• 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

Why PartnerHero?
PartnerHero is a mission-driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business-from customer support to Software QA, content moderation, design, engineering, and more. We work with over 75+ tech-forward companies, including Etsy, Udemy, Good Eggs, Grindr, and Loom. PartnerHero offers fair compensation and benefits and a culture that values inclusion, belonging, and opportunities for professional growth.
How We're Different
Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits but values inclusion, belonging, and opportunity.
Read more about our Core Values and story here.
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