Quality Assurance CX Specialist - HRBaires

HRBaires

is helping

Bilt

to find a

Quality Assurance CX Specialist

Reporting to:& Director of Customer Experience

Location:& Open to Remote (NY)

About the Company

Bilt Rewards is the first program for consumers to earn rewards on rent and daily neighborhood spending while creating a path toward home ownership.

About the Role

Conduct thorough and accurate evaluations of CX employee performance through real-time side-by-side coaching methods

Provide detailed and actionable feedback to our CX teams, and themes to managers

Participate in weekly calibration sessions

Ensure customer service performance is being met or exceeded on the employee and team levels

Identify the need for ongoing training offerings and refined employee onboarding programs using data and quality trends as your guide

Identify recurring trends, suggest solutions, and work on resolution implementation

Provide input and status updates regarding CX quality processes and results

Maintain an overall positive and supportive attitude toward leaders, colleagues, and key stakeholders

Qualifications:&

&

The ideal candidate possesses excellent communication skills and can simplify complex concepts into clear, easy-to-understand terms.

& Product expert with a desire to understand the details of how and why things function&

Prioritizes relationship-building with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening

Identifies the source of a question or challenge and offers the correct or improved approach to accomplishing tasks.

You’re an active listener, treat people respectfully, and have a strong desire to know and help others

You're willing to share information, understand other perspectives, and consider new possibilities

Ability to self-manage time and prioritize monthly completion of evaluations&

Strong attention to detail with the intelligence to use critical thinking for solutions&

2-4 years of QA and customer support experience

Proficiency in customer service tools, including Zendesk&