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.
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.
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