Quality Assurance Specialist

Unleashed Brands • Bedford, TX

4d

About The Position

Join Our Team as a Quality Assurance Specialist for the Guest Loyalty Call Center! At Unleashed Brands, we’re dedicated to creating fun, engaging, and inspiring experiences for families. Our mission is to help kids learn, play, and grow. With over 1,300 locations in development and plans for further expansion, we are looking for an energetic and motivated Quality Assurance Specialist to ensure that our guest loyalty call center delivers exceptional service! What’s in it for You? Competitive Compensation: Enjoy a competitive hourly rate with opportunities for bonuses based on performance. Career Growth: As you excel in this role, you’ll have opportunities to influence training and development initiatives, further advancing your career. Benefits Package: We offer a comprehensive benefits package to support you and your family. As a Quality Assurance Specialist, you will play a crucial role in evaluating and ensuring the quality of customer interactions within our guest loyalty call center. You will monitor recorded calls, score agent performance based on established criteria, provide actionable feedback to leadership, and contribute to ongoing efforts to enhance both customer experience and agent effectiveness.

Requirements

• 1+ years of experience in Quality Assurance, preferably in call center or hospitality environments.
• Experience with Five9 is a must.
• Knowledge of software development life cycles and QA methodologies.
• Familiarity with bug tracking and test management tools.
• Excellent attention to detail and strong organizational skills.
• Strong communication and collaboration abilities, capable of working effectively with both technical and non-technical teams.
• Passion for delivering excellent customer experiences and ensuring product reliability.
• Computer proficiency, particularly in Microsoft Excel, Outlook, Word, Power BI, and SharePoint.
• Must be a resident of the United States.

Nice To Haves

• Familiarity with manual testing and automated testing tools is a plus.

Responsibilities

• Performance Monitoring: Track and report on key QA metrics, observe agents’ ability to navigate systems and use tools, and assess performance based on adherence to scripts, accuracy, tone, professionalism, empathy, compliance, and overall service quality.
• Documentation & Reporting: Maintain QA reports and documentation, record feedback during call monitoring, and compile quality reports to share with management. Stay up to date on all policies and procedures.
• Team Training & Development: Keep current on QA best practices, identify recurring issues, collaborate with agent leadership to enhance performance, assist in developing call handling procedures, and provide recommendations for training and script updates.

Benefits

• Competitive Compensation: Enjoy a competitive hourly rate with opportunities for bonuses based on performance.
• Career Growth: As you excel in this role, you’ll have opportunities to influence training and development initiatives, further advancing your career.
• Benefits Package: We offer a comprehensive benefits package to support you and your family.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed