Quality Assurance Strategist

Angi® is transforming the home services industry, creating an environment for homeowners, service professionals and employees to feel right at "home." For most home maintenance needs, our platform makes it easier than ever to find a qualified service professional for indoor and outdoor jobs, home renovations (or anything in between!). We are on a mission to become the home for everything home by helping small businesses thrive and providing solutions to financing and booking home jobs with just a few clicks.
Over the last 25 years we have opened our doors to a network of over 200K service professionals and helped over 150 million homeowners love where they live. We believe home is the most important place on earth and are embarking on a journey to redefine how people care for their homes. Angi is an amazing place to build your dream career, join us-we cannot wait to welcome you home!
ABOUT THE TEAM
The Care team at Angi is passionate about helping ensure our customers and pros are supported through the entire process of requests and completing a home project. Our team believes data should influence decisions to optimize the customer experience, and we're always seeking ways to get customers and pros the support they need, as quickly and efficiently as possible. We also believe that training and Quality Assurance play a critical role in driving improvements to the customer and pro experience.
What you'll do:
As part of the Training & QA team within the Care org, our goal is for QA Strategists to:

• Drive accuracy and insight for the Customer Experience team by reviewing and analyzing customer interactions across multiple channels (voice, chat, email, social)
• Evaluate external vendor grader performance and coach opportunity areas to deliver consistent Quality Assurance grading across external vendor and in-house graders
• Partner with internal stakeholders to aggregate, prioritize, and communicate the top Quality Assurance misses impacting the organization to inform training priorities
• Deep dive into our operational procedures and tooling to identify opportunities, themes, and knowledge gaps to upskill team performance
• Work on strategic projects to help launch and integrate quality for new products, policies, and support sites
• Develop a systems understanding of telephony and Quality Assurance software to provide holistic process coaching to agents and external vendor graders

• You have 1-2 years of relevant experience; ideally a combination of auditing & coaching!
• Detail-oriented with a high level of accuracy
• Strong time management and problem solving skills
• Proficiency in Google Suite and ability to ramp up on new software / tooling

• The salary band for this position ranges from $40,000-$43,000, commensurate with experience and performance. Compensation may vary based on factors such as cost of living.
• This position will be eligible for a competitive year end performance bonus & equity package
• Full medical, dental, vision package to fit your needs
• Flexible vacation policy; work hard and take time when you need it
• Pet discount plans & retirement plan with company match (401K)
• The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the world