Quality Specialist

Remote (US Only)

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Inflection

Inflection is a Silicon Valley identity management company. We verify identities and backgrounds so that people can connect with confidence, both online and in person.

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About the RoleInflection/GoodHire is looking for a Quality Specialist, who will be a gatekeeper of all things quality assurance within Customer Support. You will be responsible for conducting evaluations across various workflows and providing feedback to agents in order to improve team standards. This role requires a flexible, enthusiastic professional who is committed to delivering high-quality results in a dynamic, fast-paced environment.

In this role, you will:

  • Routinely monitor and evaluate various support channels (phone, email, chat, tasks) on a team of 100+ agents to drive high-quality, compliant, and efficient support functions
  • Serve as the first line of defense against litigation by working cross-functionally with GoodHire’s legal team to mitigate risk and propose new policies/processes to leadership 
  • Utilize evaluation data to identify learning opportunities to provide individualized coaching, feedback and guidance to agents 
  • Work with stakeholders within the department, including supervisors and senior leaders to identify key trends and improve agent performance 
  • Operate as a Subject Matter Expert and maintain a comprehensive working knowledge of policies, procedures, and processes across different complex workflows
  • Collaborate and partner with the Training & Performance team to provide input and assistance with the development and maintenance of training content and materials including training decks, Knowledge Base articles, and Help Center pages
  • Participate in monthly calibration sessions with leaders to improve the alignment and understanding of team processes and procedures
  • Identify new opportunities to improve current processes and assist in the implementation of changes

You will be a fantastic fit for this role, if you bring:

  • 2+ years of Quality Assurance experience in a contact center or in a similar environment such as medical services, hospitality, retail, or food service
  • Ability to provide impartial and specific coaching/feedback based on defined desired results
  • Ability to work with a wide range of people for process improvements and corrective actions
  • Excellent written and verbal communication skills with the ability to whittle complex processes down to clear and concise concepts
  • Exemplary grammar, spelling, and sentence construction is an absolute must 
  • Strong analytical skills and experience using metrics to measure Quality performance
  • Must exhibit a high level of motivation, sense of urgency, attention to detail, and energetic approach to job duties and requirements

  • About InflectionAt Inflection, we harness the power of big data to build modern, highly-intuitive applications that are changing the way companies, communities and marketplaces make decisions about who to hire and who to trust. 
    Through our flagship brand, GoodHire, we’ve redefined the employment  background check industry, earning the trust of more than 100,000 customers and NPS and customer satisfaction scores that match those of America’s most trusted brands. 
    The reach of our solutions also expands beyond employment. Our Trust and Safety APIs are used today by some of the world’s largest sharing economy marketplaces to ensure their online and offline communities stay safe.
    We're dedicated to fostering a company culture that's diverse, inclusive, supportive, and offers a place where employees can grow and thrive. Our Operating Values – Integrity, Customer Delight, Innovation, Speed With Rigor, Transparency, Leadership & Accountability, and The Golden Rule – aren’t just rhetoric, they are the touchstone of everything we do.

What we offer:

  • Competitive compensation, including equity options.
  • Comprehensive insurance benefits package, including medical, dental, vision, and life insurance, EAP, pet insurance, legal assistance, etc.
  • 401K with immediate vesting of employer contributions.
  • Diversity, Equity, Inclusion and Belonging  program.
  • Track record of promoting and hiring internally.
  • High-growth, innovative environment with big opportunities for impact.
  • Learning and development funds to enhance and learn new skills.
  • Paid time off to volunteer with nonprofit organizations of your choosing.
  • Fully remote work experience.
Our fair hiring policy:Inflection values the individual and diversity of perspective. We believe that creating teams comprising members from various backgrounds and experiences is not only the fair approach, but the best approach. We provide equal employment opportunities to all employees and applicants for employment and consider qualified applicants with criminal histories, consistent with applicable federal, state, and local laws. GoodHire prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
GoodHire offers reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance with your application or interviews due to a disability, please let us know at accommodations@inflection.com.
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Job region(s): North America
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