Quality Assurance Lead, Customer Experience

Brilliant Earth San Francisco , CA 94118

Posted 2 days 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

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Quality Assurance Lead, Customer Experience

Brilliant Earth