Quality Assurance Specialist
hace 1 semana
Quality Assurance Specialist - Customer Success Join to apply for the Quality Assurance Specialist - Customer Success role at Owner.com Owner.com is growing quickly, and we are looking for a Quality Assurance Specialist to join our Customer Success team. This role will be responsible for evaluating the customer interactions led by our CSMs on both proactive outreach calls and reactive retention calls, ensuring that we hit a high standard of service based on our Customer Success Quality rubrics. Beyond scoring interactions, you'll be responsible for identifying recurring gaps in communication or process, surfacing coaching opportunities, and collaborating closely with Success leadership to recommend training and process improvements. The ideal candidate thrives in a fast-paced environment, excels at creative problem-solving, and is a master of both time management and data interpretation. What We Look For We are seeking candidates who bring a solution-focused mindset and strong interpersonal skills to thrive in a fast-paced environment. Specifically, we value individuals who have: A detail-oriented professional with a strong sense of empathy and a deep understanding of what great customer interactions sounds like. Proven experience in a quality assurance, or customer success role. Excellent written and verbal communication skills, with the ability to provide clear, constructive feedback to help team members grow. Analytical mindset with the ability to spot patterns, draw insights from success interactions, and translate them into coaching or process recommendations. Comfortable working cross-functionally, especially with success leaders and training teams, to champion service quality and continuous improvement. Highly motivated with a strong work ethic. Wants to maximize number of support interactions audited each month. The Impact You Will Have As a QA specialist your work will have a direct impact on the success and growth of both Owner.com and our customers. In this role, you will: Listen to and score Customer Success calls that aim to increase customer retention through both proactive and reactive motions. Provide clear trends and coaching opportunities based on rubrics scores to Success leadership. Guide enablement and training efforts for the CSM team based on trends from calls. 2+ years of experience in a Customer Success or Account Management role. Proven success in a quality or enablement focused role. Full English fluency - excellent speaking and writing skills. Ability to listen to and score 80-100 calls per week. Experience with Customer Success tools, including (but not limited to) Salesforce, Sales Loft, TalkDesk, Gong, Loom, and Metabase. A background in B2B2C, ideally within the food/hospitality and technology space. You are familiar with industry trends and competitive dynamics and eager to share that knowledge with your team. A commitment to personal growth and continuous development. Pay and Benefits The estimated base salary range for this role is $30,000 USD. Other benefits include comprehensive health coverage, remote-first workplace, unlimited PTO - plus extra fun perks
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Senior Quality Assurance Specialist
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Senior Quality Assurance Specialist
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Quality Assurance Manager
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Value Assurance Specialist
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WorkFromHome, Colombia Hard Yaka A tiempo completoViamericas is a #1 ranked and licensed money transmitter offering international money transfer, bill payment, check processing and a variety of other services at thousands of agent locations across the United States, and 287,885 locations in 95 countries. At Viamericas, our ultimate objective is to help immigrants succeed and improve their lives by providing...
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Value Assurance Specialist
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WorkFromHome, Colombia Viamericas A tiempo completoViamericas is a #1 ranked and licensed money transmitter offering international money transfer, bill payment, check processing and a variety of other services at thousands of agent locations across the United States, and 287,885 locations in 95 countries. At Viamericas, our ultimate objective is to help immigrants succeed and improve their lives by providing...
