QA Customer Feedback Specialist

Bright Horizons

1d•$47,000 - $61,000•Remote

About The Position

Primary Purpose Maintain or restore customer confidence that may have been compromised by service issues by promptly addressing issues and resolving them to the satisfaction of the customer, while also supporting established business goals. Form analysis of service issues to improve the quality of the Back-Up Care Program and Organizational process and procedures, as well as maintaining compliance with company requirements. This role does require independent analysis of complex issues as well as critical thinking skills. This is a remote position based in the United States. Only candidates located in MST or CST will be considered. Candidates located in PST are not eligible to apply. Bright Horizons is a leading education and care company that helps employees thrive at work and at home by partnering with employers to offer high-quality child care, elder care, and educational support. Our workplace reflects this commitment—with collaborative environments, meaningful benefits, and a culture that supports both career growth and personal well-being. Whether you’re caring for children or powering the systems and partnerships that make it all possible, at Bright Horizons, you’re the difference.

Requirements

High School Diploma or GED
2 years of customer service and resolution experience, preferably in a call center environment
Relies on experience and judgment to set priorities, plan and accomplish goals
Critical thinking skills are required
Majority of work under minimal supervision, with independent judgment, and high level of decision-making
Making appropriate compensation decisions, monitor caregiver performance using established processes to keep caregivers accountable, manage benefit misuse situations
Outstanding customer service skills
Ability to work with difficult customers and de-escalate critical situations
Excellent organizational, written, and verbal communication skills and ability to interact with the highest level of the leadership team
Strong analytical and problem solving skills
Ability to multi-task and manage time effectively
Detail-oriented
Intermediate level of knowledge/expertise in MS Office Word and Excel

Nice To Haves

Bachelor’s Degree
Strong knowledge of call center process and procedures is helpful

Responsibilities

Regularly compose high level email communications to company leaders with a concise summary of events and actions, to ensure that the necessary parties are aware of serious issues.
Schedule and lead CIR calls with multiple high level department partners across the company.
Address and present the most escalated issues to the COO and VPs, as well as other high level leaders, and make recommendations for actions. Calls must be managed with confidence and tenacity, while answering questions as they arise.
Coordinate and oversee with multiple other teams to secure staffing for unique situations escalated to a client, using out of the box thinking and processes.
Partner with Client Relations and Program Managers to mitigate escalated client situations, including detailed reports, call reviews, reservation monitoring, etc.
Educate providers and customers, regarding Bright Horizons policies, the parameters of the benefit, and mandatory reporting processes when needed, while managing resistance and privileged attitudes.
Make reports to and work with child and adult protective services, and other authorities, when required.
Participate in a rotating 24/7 on call schedule to handle the most serious issues after hours, on weekends, and holidays in order to mitigate company risk.
Regularly oversee and monitor network caregiver performance, holding caregivers accountable and using suspension, and the review board process, when applicable, to maintain network quality.
Take calls and participate in the Emergency Parent Communications process to support Bright Horizons centers experiencing emergencies. This includes activating a parent emergency line when needed and sending out emergency communications to Bright Horizons families.