Job description
Member Services Quality Assurance Specialist
Work from Home - Candidates must be based in Chicago or Atlanta markets
Job Summary
Big Blue Swim School (BBSS) is a fast-growing, mission-driven company that aims to show kids they can do anything by unlocking their full potential in the water. With 15+ open stores providing children’s retail-based swim lessons across the country, plus over 200 franchise locations sold, the Big Blue Member Services Center is creating this new role to evolve and expand our customer service capabilities and processes as we grow.
As Member Services Quality Assurance Specialist, you will focus on auditing phone calls and reviewing chats and emails daily, as well as assessing compliance with company policies and procedures. A successful candidate will be able to accurately and consistently score interactions based on established guidelines, provide coaching recommendations, share trend observations, learn current processes, remain abreast of updates, and be willing to identify and share areas of improvement. The ideal candidate will have contact center experience, preferably in quality assurance, be detail-oriented, focused, able to work independently, and able to confidently express areas of improvement backed by data.
Responsibilities and Duties
Work from Home - Candidates must be based in Chicago or Atlanta markets
Job Summary
Big Blue Swim School (BBSS) is a fast-growing, mission-driven company that aims to show kids they can do anything by unlocking their full potential in the water. With 15+ open stores providing children’s retail-based swim lessons across the country, plus over 200 franchise locations sold, the Big Blue Member Services Center is creating this new role to evolve and expand our customer service capabilities and processes as we grow.
As Member Services Quality Assurance Specialist, you will focus on auditing phone calls and reviewing chats and emails daily, as well as assessing compliance with company policies and procedures. A successful candidate will be able to accurately and consistently score interactions based on established guidelines, provide coaching recommendations, share trend observations, learn current processes, remain abreast of updates, and be willing to identify and share areas of improvement. The ideal candidate will have contact center experience, preferably in quality assurance, be detail-oriented, focused, able to work independently, and able to confidently express areas of improvement backed by data.
Responsibilities and Duties
- Reviewing interactions for quality and compliance
- Utilizing the quality scoring tool in NICE CXOne to provide feedback
- Assist in coaching representatives as needed
- Conducting ad hoc reviews to support service recovery or issue escalation
- 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 guidelines, processes, and policies impacting Member Services
Qualifications
- 2+ years of contact center quality assurance or leadership experience.
- Experience with Nice CXOne or similar cloud contact center software is a plus.
- Has an understanding of the importance of quality assurance in a contact center environment as well as the need for timely feedback.
- Excellent time management skills.
- Excellent verbal and written communication skills. Must be comfortable leading and facilitating meetings.
- Detail oriented with the ability to multitask and be agile in a fast-paced environment. A successful candidate will be able to demonstrate their ability to quickly drive impact on a small team as a self-starter who can thrive in a remote environment.
- Ability to maintain confidentiality and avoid bias.
We Offer:
- Comprehensive medical, dental, vision, and other health related benefits
- Competitive paid time off including vacation, sick and holiday
- 401k/retirement planning
- Remote work
- Professional development opportunities in a growing organization
We welcome people with different backgrounds, abilities, identities, and mindsets to join us. Big Blue Swim School is an equal opportunity employer for all employees and applicants without regard to race, color, religion, national origin, sex, gender identity, age, physical or mental ability, sexual orientation, marital status, veteran status, and genetic information.
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