Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

Quality Assurance Lead, Customer Experience

Expired Job

Brilliant Earth San Francisco , CA 94118

Posted 2 months ago

Quality Assurance Lead, Customer Experience - Brilliant Earth

Brilliant Earth is one of the fastest growing ecommerce jewelers in the world, and the leader in ethical origin fine jewelry. Founded in 2005, we have been featured in Newsweek, Glamour, the Today Show, and Martha Stewart among many other media outlets. We are a team of dedicated individuals with a common goal of creating a more sustainable, transparent, and compassionate jewelry industry.

We are searching for bright and passionate people who are excited to make an impact from day one and grow with the company to take on greater responsibility over time. We are collaborative, hard-working team players that welcome challenges and rise to any occasion. Our culture encourages conversation and collaboration. Brilliant Earth team members bring a top notch attitude and a willingness to help each other grow. For more insight into our work environment and culture, and to hear from our employees, check out our profile on the Muse!

Everyone at Brilliant Earth has a voice we want to hear yours! If you are interested in growing with Brilliant Earth, send us a resume and cover letter letting us know why you are interested in joining our mission and our team. Please include a sentence about your favorite shape of diamond.

Position Overview:

The Quality Assurance Lead, Customer Experience will assist in the analysis and performance audits of a team of dedicated Jewelry Consultants and Customer Experience Associates, responsible for delivering exceptional service to Brilliant Earth customers. This is a hands-on, detail-oriented role that requires a desire to dive into monitoring performance and understanding key metrics to provide actionable feedback. You will be involved in continuous training and process improvements to better serve our customers and improve operational effectiveness. As the team's Quality Assurance Lead, you will have the opportunity to help shape performance expectations and have a direct impact on the growth of the company.

Key Responsibilities:

  • Perform quality checks and audits of inbound and outbound chats, calls, and emails to uphold high quality customer experience and to ensure high team engagement and productivity

  • Provide actionable feedback to customer experience team and managers

  • Assist with continuous quality and process improvement initiatives

  • Analyze customer experience team metrics to ensure performance standards are met, and identify performance trends or concerns at the team and individual level

  • Collaborate with customer experience team managers to identify training needs

  • Assist with development and implementation of quality monitoring guidelines, standard operating procedures, and quality assurance reporting

  • Produce daily, weekly, and monthly reports and recommendations for performance and process improvement

  • Assist with new hire quality assurance training

  • Collaborate across departments on special projects


  • BA degree, or equivalent

  • Proven track record of high performance in a fast-paced call center or sales environment

  • Past quality assurance experience

  • Highly organized with focus on execution, problem solving, and improving processes

  • Motivated self-starter with high efficiency work style

  • Extreme attention to detail

  • Ability to think critically and adapt quickly in a flexible environment

  • Exceptional time management skills and accountability

  • Team play with an ability to work collaboratively

  • Strong computer skills, including ERP system and Excel experience

  • Entrepreneurial spirit / self-starter

  • Interest in socially and environmentally responsible organizations

See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Customer Experience Enterprise Lead


Posted 4 days ago

VIEW JOBS 9/18/2018 12:00:00 AM 2018-12-17T00:00 Customer Experience Enterprise Lead At Slack, our mission is to make people's working lives simpler, more pleasant and more productive. Our Customer Experience team lives this every day, by providing delightful experiences to our customers. We have a healthy roster of Fortune 100 companies that rely on Slack for their day-to-day communication, and they have highly customized support needs. Enterprise Team members ensure that the support offered to these companies on Slack is top-notch. As a member of our Enterprise Support Team at Slack, you will be responsible for providing guidance and assistance to our largest and most strategic customers. This is a demanding role that requires a unique skillset. As the owner of customer satisfaction for the customers you work with, you will act as a product advocate and nimble technician. Your job is to ensure that any barriers to team growth are removed, no matter the complexity of the customer's Slack implementation. We consider Customer Experience essential to Slack's success. Taking this job is an opportunity to do the best work of your life and support others in doing the same. Interested in joining us? Responsibilities: * Deliver fast and accurate answers to our most strategic customers over email, chat, and phone as needed. * Contribute to the ongoing learning and success of your team and the company by sharing knowledge through mentorship, collaboration, and documentation. * Spot trends in Enterprise customer issues and escalate them as needed. * Proactively support the Customer Success team and triage all incoming requests. * Identify, reproduce, and document bugs or pain points for the engineering and Product teams. * Master all specialized features of the Slack Enterprise Grid product, and troubleshoot them through testing and collaboration with others. Requirements * You are a fluent English speaker. * You are a strong, confident communicator that excels at collaborative cross-functional work and knows how to be empathic and articulate. * You care deeply, genuinely and passionately about customer support and customer success. * You relish the challenge of solving complex issues such as SSO, DLP, product migrations, and complex configurations. * You are self aware and adaptable in rapidly changing situations. * You are analytical - you easily synthesize education, product, and support opportunities for a customer and spot trends. * You have prior experience working with customers by email, phone and/or chat and know how to do it well. * You put your team above yourself, elevating the group's performance through proactive collaboration and knowledge-sharing. * You work exceptionally well with others, and enjoy training and mentoring your teammates, following Slack's learning philosophies to teach them what you know. * You have a track record of success as a support agent working directly with company administrators in a B2B SaaS environment. * You know when something is over your head and when to ask for help, but are also able to dig in to uncover solutions on your own. * You maintain composure and calm in stressful situations, both written and verbal, with colleagues and customers. Slack is the collaboration hub of choice for companies of all sizes, all across the world. By using Slack, they ensure that the right people are always in the loop, that key information is always at their fingertips, and new team members can get up to speed easily. With Slack, teams are better connected. Launched in February 2014, Slack is the fastest growing business application ever and is used by thousands of teams and millions of users every day. We currently have nine offices worldwide, in San Francisco, Vancouver, Dublin, Melbourne, New York, London, Tokyo, Toronto and Denver. Ensuring a diverse and inclusive workplace where we learn from each other is core to Slack's values. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Come do the best work of your life here at Slack. Slack San Francisco CA

Quality Assurance Lead, Customer Experience

Expired Job

Brilliant Earth