Quality Engineering Lead
Bright Horizons UK
Quality Assurance Specialist
Garner Health
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $60,000 - $70,000 per year
Job Level
Mid-LevelSenior
About the role
- Review phone, email, and messaging tickets against established guidelines, ensuring fairness, accuracy, and consistency
- Deliver meaningful, constructive, and bias-free feedback to associates to drive continuous improvement
- Identify recurring issues and training gaps; collaborate with leadership to design coaching and process updates
- Participate in calibration sessions to ensure consistency of evaluations across the team
- Analyze quality and customer experience trends, providing actionable insights to leadership
- Create clear reports on support quality and performance, highlighting opportunities for improvement
- Act as an advocate for both the member experience and the Concierge team, helping to uphold Garner’s high standards of service
Requirements
- Hands-on experience in customer service and quality assurance, preferably in a contact center or customer-facing environment
- Demonstrated ability to assess support interactions (calls, emails, chats) against established quality standards and provide actionable, constructive feedback
- Strong communication skills, both written and verbal, with the ability to explain feedback clearly and respectfully
- Solid organizational skills with experience managing multiple priorities and meeting deadlines
- Working knowledge of customer service metrics (CSAT, FRT, QA scores, etc.) and how they impact team performance
- Problem-solving skills with the ability to identify root causes and propose meaningful solutions
- Experience with QA tools and ticketing systems (Zendesk or similar platforms preferred)
- Ability to synthesize evaluation data into clear reports and outward-facing presentations for supervisors and leadership
- Capacity and willingness to hold others accountable to quality standards consistently, fairly, and without bias
