Quality Specialist

September 18, 2024

PartnerHero

București

OTHER

Role Details

Contract Duration: Permanent
Training Schedule: 08:00 AM - 05:00 PM MST, Mon-Fri (Sat & Sun OFF)
Production Schedule: 08:00 AM - 05:00 PM MST, Mon-Fri (Sat & Sun OFF)
Work Type and Location: Remote, Bucharest Romania
Expected Start Date: October 10, 2024

About Us
A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at Partner Hero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at Partner Hero, enjoy your day-to-day and thrive
About The Role
We are looking for a smart, empathetic, support-focused Quality Assurance Associate (QA) professional to review phone calls, chats, and emails for multiple programs. As a Quality Assurance associate at Partner Hero, you will focus on auditing and reviewing calls, chats, and emails on a daily basis, as well as assessing compliance with company policies and procedures.
A successful candidate will be able to accurately and consistently score an interaction against a QA rubric, provide coaching recommendations based on trends observed, fully master the product, keep up with updates and be on the lookout for ways to improve the quality rubric or support processes. The ideal candidate will be detail-oriented, focused, able to work independently, and able to confidently express areas of improvement backed by data.
What you'll do...

Reviewing interactions for quality and compliance
Participating in root cause analysis (RCA) of qualitative and quantitative data
Utilizing the quality scoring tool and providing product feedback
Assisting in training and mentoring other QA associates as needed
Participating in regular meetings for calibration and coaching strategy
Developing insights and recommendations from analysis of quality audits
Creating reports for leadership
Remaining up to date on all partner processes, products, and policies impacting the operation

What we expect from you:

2 years experience in QA in a professional business environment
Ability to quickly learn and absorb partner culture, processes, and policies
An understanding of the importance and impact QA can have on a support organization
Strong oral and written communication
Organizational skills
Excellent time management skills and ability to meet deadlines reliably
Identify trends and root causes of these trends
Ability to create reports from data
At least 1 year in a customer service/sales role
Ability to maintain strict confidentiality and awareness of implicit bias
Highly analytical and data-driven, with experience creating and delivering KPI reporting
Proactive attitude and growth mindset; you’re always looking for new problems to solve
Tech-savvy (you are equally versed in a multitude of LMS platforms, Google Suite, and Slack)
Exceptional customer service sensibilities
Organized and effective manager of time

What you will get in return:

Hybrid workplace - depending on the partner, role, management, and/or personal workspace
Overtime is available if applicable
Competitive compensation based on experience
Attractive benefits package including medical, dental, and vision options based on location
Access to free posture-based fitness workouts from home
Paid Sabbatical Leave
Training opportunities provided by Partner Hero and outside entities
1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture is at our core
Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

Care for others - Cooperate, empathize, and seek opportunities to put each other first.
Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
Take ownership - Doing the right thing should come naturally.
Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

Partner Hero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact careers@partnerhero.com.
PRIVACY NOTICE
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To understand more about Partner Hero’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.

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We regret to inform you that this job opportunity is no longer available