Customer Service Quality Assurance Lead

JOB TITLE: Customer Service Quality Assurance LeadLOCATION: This position is onsite at our Gearhead Operations Office in West Valley City, UTREPORTS TO: Director of Gearhead OperationsJoin our team as a Call Center Quality Assurance Lead, and contribute to the delivery of exceptional customer service experiences. You will play a key role in ensuring the highest quality standards in our call center operations, driving customer satisfaction and the success of our organization. JOB SUMMARY: We're looking for a passionate, outdoor enthusiast to join us as our Call Center Quality Assurance Team Lead. This role requires more than a keen eye for quality assurance. You'll be inspiring our QA specialist to deliver feedback to ensure exceptional customer service and using your analytical skills to implement innovative strategies, enhancing customer satisfaction. This isn't just a role, it's an opportunity to influence the experience of our customers, to echo your love for the outdoors in every interaction. You'll be part of a community of fellow outdoor aficionados, enriching our customers' shopping experience with your gear knowledge and passion. The trail to success here is challenging but rewarding. So, if you're driven and eager to shape the quality of service at the heart of our brand, join us as our Call Center Quality Assurance Team Lead. Together, let's take our customers' experience to new heights.  ESSENTIAL DUTIES & RESPONSIBILITIES:
• Develop and execute the overall quality assurance strategy for the call center to ensure the delivery of exceptional customer experiences and adherence to established standards

• Lead, coach, and manage our Quality Assurance Analyst, providing guidance, training, and support to ensure consistent evaluation and feedback processes

• Monitor and evaluate call center interactions, including phone calls, chats, and emails, to assess agent performance, adherence to scripts and procedures, and compliance with regulatory requirements

• Conduct regular quality assurance audits and assessments to identify areas of improvement, highlight best practices, and ensure compliance with quality standards

• Develop and maintain quality evaluation criteria, scorecards, and performance metrics to measure agent performance and overall call center quality

• Provide feedback and coaching to call center agents based on quality evaluations, focusing on areas of improvement and enhancing customer service skills

• Collaborate with call center management to develop and implement training programs that address identified knowledge gaps and skill deficiencies

• Identify trends, patterns, and root causes of quality issues, and work with cross-functional teams to implement corrective actions and process improvements

• Generate comprehensive reports and analyses on quality assurance metrics, trends, and performance to management and stakeholders

• Stay up-to-date with industry trends, emerging technologies, and best practices in call center quality assurance to drive innovation and efficiency

QUALIFICATIONS, SKILLS & ABILITIES:
• Bachelor's degree in Business, Communications, or a related field. Equivalent work experience will also be considered

• 4 years of experience in a call center environment, with a focus on quality assurance, monitoring, or coaching

• Strong knowledge of call center operations, including inbound/outbound call handling, customer service techniques, and performance metrics

• Excellent understanding of quality assurance methodologies, best practices, and compliance requirements within a call center setting

• Proven leadership skills with the ability to inspire and motivate a team to achieve quality objectives and exceed customer expectations

• Exceptional analytical skills with the ability to identify trends, patterns, and root causes of quality issues and recommend appropriate actions

• Outstanding communication and interpersonal skills, with the ability to provide constructive feedback and coach agents effectively

• Proficiency in using call center software and quality monitoring tools to evaluate interactions and track performance

• Strong attention to detail, organizational skills, and the ability to manage multiple priorities and meet deadlines

• Continuous improvement mindset with a focus on enhancing customer satisfaction and driving operational excellence

ABOUT BACKCOUNTRY: Â

Our mission is to connect people to their passions. Our five online stores—Backcountry, Competitive Cyclist, MotoSport, Bergfreunde, SteepandCheap —aim to supply our customers with the gear, knowledge, and inspiration necessary to get out there and chase down life’s greatest moments. We do this by providing the biggest and best assortment of premium outdoor products, a superior shopping experience, personalized Gearhead expertise, lightning-fast and accurate fulfillment, and inspirational, informative, and community-centered content.Â

We take this concept seriously, both personally and professionally, which for employees translates to careers with growth potential and the ability to take ownership and make an impact daily. Perks such as an excellent gear discount, an annual summer Adventure Contest, summer barbecues, and a pet-friendly office make for a fun work environment. Backcountry employees will have the benefit of working with colleagues who are passionate about their careers as well as the outdoors. Benefits include medical, dental, vision, and disability & life insurance, paid maternity and paternity leave, 401(k) matching, and Flexible Spending Account.#GHO#LI-JH1

Apply Now

JOB TITLE: Customer Service Quality Assurance LeadLOCATION: This position is onsite at our Gearhead Operations Office in West Valley City, UTREPORTS TO: Director of Gearhead OperationsJoin our team as a Call Center Quality Assurance Lead, and contribute to the delivery of exceptional customer service experiences. You will play a key role in ensuring the highest quality standards in our call center operations, driving customer satisfaction and the success of our organization. JOB SUMMARY: We're looking for a passionate, outdoor enthusiast to join us as our Call Center Quality Assurance Team Lead. This role requires more than a keen eye for quality assurance. You'll be inspiring our QA specialist to deliver feedback to ensure exceptional customer service and using your analytical skills to implement innovative strategies, enhancing customer satisfaction. This isn't just a role, it's an opportunity to influence the experience of our customers, to echo your love for the outdoors in every interaction. You'll be part of a community of fellow outdoor aficionados, enriching our customers' shopping experience with your gear knowledge and passion. The trail to success here is challenging but rewarding. So, if you're driven and eager to shape the quality of service at the heart of our brand, join us as our Call Center Quality Assurance Team Lead. Together, let's take our customers' experience to new heights.  ESSENTIAL DUTIES & RESPONSIBILITIES:
• Develop and execute the overall quality assurance strategy for the call center to ensure the delivery of exceptional customer experiences and adherence to established standards

• Lead, coach, and manage our Quality Assurance Analyst, providing guidance, training, and support to ensure consistent evaluation and feedback processes

• Monitor and evaluate call center interactions, including phone calls, chats, and emails, to assess agent performance, adherence to scripts and procedures, and compliance with regulatory requirements

• Conduct regular quality assurance audits and assessments to identify areas of improvement, highlight best practices, and ensure compliance with quality standards

• Develop and maintain quality evaluation criteria, scorecards, and performance metrics to measure agent performance and overall call center quality

• Provide feedback and coaching to call center agents based on quality evaluations, focusing on areas of improvement and enhancing customer service skills

• Collaborate with call center management to develop and implement training programs that address identified knowledge gaps and skill deficiencies

• Identify trends, patterns, and root causes of quality issues, and work with cross-functional teams to implement corrective actions and process improvements

• Generate comprehensive reports and analyses on quality assurance metrics, trends, and performance to management and stakeholders

• Stay up-to-date with industry trends, emerging technologies, and best practices in call center quality assurance to drive innovation and efficiency

QUALIFICATIONS, SKILLS & ABILITIES:
• Bachelor's degree in Business, Communications, or a related field. Equivalent work experience will also be considered

• 4 years of experience in a call center environment, with a focus on quality assurance, monitoring, or coaching

• Strong knowledge of call center operations, including inbound/outbound call handling, customer service techniques, and performance metrics

• Excellent understanding of quality assurance methodologies, best practices, and compliance requirements within a call center setting

• Proven leadership skills with the ability to inspire and motivate a team to achieve quality objectives and exceed customer expectations

• Exceptional analytical skills with the ability to identify trends, patterns, and root causes of quality issues and recommend appropriate actions

• Outstanding communication and interpersonal skills, with the ability to provide constructive feedback and coach agents effectively

• Proficiency in using call center software and quality monitoring tools to evaluate interactions and track performance

• Strong attention to detail, organizational skills, and the ability to manage multiple priorities and meet deadlines

• Continuous improvement mindset with a focus on enhancing customer satisfaction and driving operational excellence

ABOUT BACKCOUNTRY: Â

Our mission is to connect people to their passions. Our five online stores—Backcountry, Competitive Cyclist, MotoSport, Bergfreunde, SteepandCheap —aim to supply our customers with the gear, knowledge, and inspiration necessary to get out there and chase down life’s greatest moments. We do this by providing the biggest and best assortment of premium outdoor products, a superior shopping experience, personalized Gearhead expertise, lightning-fast and accurate fulfillment, and inspirational, informative, and community-centered content.Â

We take this concept seriously, both personally and professionally, which for employees translates to careers with growth potential and the ability to take ownership and make an impact daily. Perks such as an excellent gear discount, an annual summer Adventure Contest, summer barbecues, and a pet-friendly office make for a fun work environment. Backcountry employees will have the benefit of working with colleagues who are passionate about their careers as well as the outdoors. Benefits include medical, dental, vision, and disability & life insurance, paid maternity and paternity leave, 401(k) matching, and Flexible Spending Account.#GHO#LI-JH1

Apply Now