NCC Quality Assurance & Field Support Specialist

HairClub • Boca Raton, FL

7d

About The Position

Deliver White-Glove Experiences. Protect a Premium Brand. Make a Real Impact. At HairClub , we don’t just serve clients—we transform lives through confidence, care, and exceptional experiences. We’re looking for a Quality-driven, highly collaborative NCC Quality Assurance & Field Support Specialist to help elevate our Direct-to-Consumer White Glove National Contact Center and strengthen the connection between our Contact Center, Field Centers, and Corporate partners. This is a dynamic dual-role opportunity —half focused on Quality Assurance and performance excellence, half on Field Support and operational alignment. If you thrive at the intersection of quality, data, service, and collaboration, this role was made for you.

Requirements

• 2–3 years of experience in a high-volume call/contact center or customer service environment
• Quality Assurance, Field Support, CRM, or white-glove service experience strongly preferred
• Strong analytical skills with a passion for quality and consistency
• Excellent written and verbal communication skills
• Highly organized, detail-oriented, and adaptable in a fast-paced environment
• A collaborative, solution-oriented mindset aligned with premium brand standards

Nice To Haves

• Experience in DTC, healthcare, wellness, or regulated industries is a plus

Responsibilities

• Evaluate inbound/outbound calls, chats, and digital interactions to ensure premium service, compliance, and brand consistency
• Deliver actionable feedback and insights that elevate agent performance and client experience
• Analyze QA data and performance trends to identify gaps, risks, and opportunities
• Partner with NCC leaders on escalations, investigations, calibrations, and coaching initiatives
• Maintain and enhance QA documentation, scripts, and performance improvement tools
• Act as a key liaison between the National Contact Center, Field Centers, Marketing, and Corporate teams
• Ensure accurate CRM data, seamless client handoffs, and real-time center updates
• Manage escalations, recovery cases, and complaint workflows from start to finish
• Support NCC scheduling administration, promotions, Open Houses, and special events
• Coordinate marketing source codes, toll-free numbers, and customer service email inquiries
• Track trends, troubleshoot issues, and support day-to-day NCC operations

Benefits

• Make a meaningful impact on client experience and brand excellence
• Collaborate with passionate, high-performing teams
• Be a trusted voice influencing quality, operations, and growth
• Work in a role that blends analysis, people partnership, and operational leadership

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees