Quality Assurance Specialist - Customer Support - 1179

Fetch • Houston, TX

2d • $24 - $27 • Remote

About The Position

Fetch is a fast-growing, venture-backed company transforming the way multifamily communities manage essential amenities. Founded to solve the challenges of package delivery, Fetch has expanded its offerings into four core services: Package Delivery, Valet Trash, Fetch Market, and Fetch Storage.

From our local facilities, we ensure secure, convenient, direct-to-door delivery for residents while streamlining operations for property teams. Our valet trash service provides simple, community-wide waste solutions. Fetch Market offers direct-to-door 24/7 delivery of everyday essentials, giving residents unparalleled convenience. Fetch Storage extends our mission by offering secure, flexible storage options tailored to multifamily living.

Operating in communities across the U.S., we are tackling complex logistical challenges every day, from last-mile delivery to amenity innovation, while creating seamless living experiences for residents and measurable value for property managers and owners. With substantial growth ahead, Fetch continues to shape the future of multifamily living by combining technology, logistics, and hospitality into one cohesive platform.
As our Quality Assurance Specialist, you will bridge the gap between high-level performance targets and daily agent interactions. Your mission is to elevate the Fetch experience by using quality data to identify critical learning opportunities and process improvements. Reporting to the Resident Support Manager, you will act as a key collaborator with our Training and Product teams, providing the insights needed to hit our KPIs. We are looking for an analyst who is passionate about agent development and committed to the continual improvement of our multi-brand service lines.

Requirements

• QA Mastery: You have a deep understanding of CX frameworks, KPIs (CSAT, FCR, QA scores), and a proven track record of using data to drive measurable performance lifts.
• Front-Line Roots: You’ve "been in the seat" as a Support Agent or Lead in a high-volume, fast-paced environment and understand the daily realities of customer support.
• The "Coach" Mentality: You possess a natural ability to translate data into supportive, effective coaching that inspires behavior change and professional growth.
• Analytical Storytelling: You can take a spreadsheet of raw interactions and turn it into a clear, persuasive narrative for leadership.
• Adaptability: You thrive in a high-growth company and can pivot your focus as our product lines and resident needs evolve.
• Tech-Fluent: You are comfortable navigating modern CRM and Quality platforms (e.g., Kustomer, Gladly, Stella Connect/Medallia) and know how to leverage their reporting features.

Responsibilities

• Actionable Quality Insights: Conduct daily, in-depth audits of resident interactions to ensure service excellence across all brands (Package Delivery, Storage, Market and Valet Trash).
• Gap Analysis & Strategy: Proactively identify systemic knowledge gaps and process friction, translating them into targeted development initiatives for our agents.
• Performance Tracking & Reporting: Maintain and evolve reporting that visualizes individual agent growth and overall team health.
• Dynamic Rating Systems: Partner with leadership to design and implement data-driven performance metrics that reflect a modern, resident-centric experience.
• Stakeholder Collaboration: Represent the "Voice of the Resident" in syncs with internal leadership, BPO partners, and Product stakeholders to align quality with company goals.
• Strategic Presentations: Create and deliver compelling reports that link agent performance data to broader business trends, learning opportunities, and product enhancements.
• Special Projects: Act as a subject matter expert on cross-functional initiatives aimed at scaling our support operations and reducing resident friction.
• Remote Workspace: We require a dedicated, distraction-free workspace that allows for uninterrupted "deep work" and clear communication during stakeholder syncs.
• Technical Readiness: High-speed, reliable internet capable of supporting seamless video conferencing and high-volume data analysis.

Benefits

• Competitive Pay – Earn a solid wage for the hard work you put in every day
• Health Benefits That Matter – Medical, Dental, and Vision coverage to keep you feeling your best
• Financial Support – 401(k) options plus AD&D, Short-Term, and Long-Term Disability coverage
• Paid Time Off (PTO) – Earn time off as you work, giving you paid time to rest, recharge, and take care of what matters most
• Active Work Environment – Stay on your feet, stay moving, and skip the desk life

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees