Customer Quality Specialist
About The Position
As a Customer Quality Assurance Specialist, you take great ownership in delivering quality interactions with customers. Because of your thorough knowledge of YETI products, systems, and processes, your responsibility is to ensure compliance with company quality standards while monitoring key performance metrics to improve interaction quality. YETI seeks an individual who is passionate in ensuring that YETI’s voice is maintained in all interactions. You strive to help our external partners and internal teams be successful and you are the voice back to YETI to ensure all teams have what they need to succeed.
Requirements
- High school diploma required
- At least 2 years of customer service experience.
- Proven experience working in a fast-paced environment while managing multiple priorities and deadlines.
- High ownership and ability to execute complex assignments with limited direction.
- Excellent written and verbal communication skills.
- Proficiency with Microsoft Office, CRM tools, and quality monitoring platforms.
- Strong analytical skills with the ability to interpret data, identify trends, and deliver meaningful insights.
- Ability to analyze, evaluate, and effectively communicate project and program performance.
- Strong organizational skills and attention to detail.
- Ability to communicate observations, performance, and concerns to leadership.
- Experience working cross-functionally within matrixed organizations.
- Ability to work independently and remain focused, reliable, and productive in a remote work environment.
- Demonstrated ability to influence without direct authority.
- Passion for continuous improvement and driving enhancements to customer experience and quality programs.
Nice To Haves
- college coursework or technical training preferred
- Experience in Quality Assurance, quality monitoring, auditing, or customer experience programs preferred.
Responsibilities
- Perform Quality Assurance (QA) reviews of internal team and external partner interactions and provide actionable feedback.
- Lead QA calibration sessions with global partner teams to drive scoring consistency, ensure alignment with quality standards, and promote a shared understanding of QA expectations across regions.
- Support the continuous improvement of the QA program by leading and contributing to initiatives such as QA form redesigns, process enhancements, calibration programs, and other quality-focused projects. Leverage performance trends and feedback to recommend improvements that enhance program effectiveness.
- Serve as a resource for global partner teams by monitoring and responding to inquiries submitted through the QA Callouts process, providing timely guidance and support.
- Assist cross-functional teams in reviewing workflows, knowledge content, and training documentation to improve the customer and agent experience.
- Analyze quarterly QA performance data across global regions, identify trends and opportunities, and present findings and recommendations to stakeholders.
- Partner with leadership and operational teams to drive quality initiatives, improve performance outcomes, and ensure alignment with business objectives.
- Maintain accurate QA documentation, reporting, and records to support ongoing quality improvement efforts.
Benefits
- Click here to learn about the benefits and perks we offer at YETI.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
