Senior Specialist, Quality Assurance

At Evolve, we’re on a mission to make vacation rental easy for everyone. Our high-performing, customer-obsessed team runs on curiosity, communication, and accountability—working together to create exceptional experiences for our owners and guests. Whether solving big challenges, delivering outstanding results, or celebrating wins, we approach every day with purpose and passion. If you’re ready to join a mission-driven company where every teammate has the opportunity to thrive, Evolve might just be the place for you.

Why this role

We’re looking for a Senior Specialist, Quality Assurance to join our team of learning and enablement experts to help our customer facing teams deliver on our vision of becoming the most trusted hospitality brand in vacation rental. As a Senior Specialist, Quality Assurance, you’ll be directly involved in shaping the standards of customer interactions, as well as supporting value creation with owners and guests. As part of our broader Learning and Enablement department, you’ll have the opportunity to work with a cross-functional group of Evolve teams and leaders as you help drive high quality performance and amplify every Evolver’s potential. 

What you’ll do

• Monitor and evaluate a high volume of interactions (inbound and outbound calls, chats, cases and emails) between Evolvers and customers using a consistent QA framework and rubric to evaluate performance
• Analyze available data to identify performance trends and gaps, and recommend actionable insights to leadership in an environment of continuous improvement
• Establish metrics and reporting resources that reflect the trends needed to course correct and inform next steps to improve customer experiences.
• Forecast trends by analyzing call data, performance metrics and other relevant information in an effort to proactively identify and address potential opportunities for improvement
• Identify messaging trends and correlate these to customer sentiment metrics, and create reporting to share these on a consistent basis
• Partner with your leadership team, trainers and department managers to identify performance opportunities and make recommendations on how to solve for and coach to ongoing skill development
• Participate in the design of call monitoring formats and quality standards 
• Support iteration of existing quality resources to ensure alignment with organizational campaigns and desired outcomes
• Coordinate and facilitate call calibration sessions to ensure consistent coaching and application of internal standards across our customer facing teams
• Partner with trainers and frontline managers to identify teammates with outlying performance and coach as needed …