Quality Assurance CX Specialist

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
  
  

Skills: trend analysis,evaluations,active listening,time management,communication skills,communication,critical thinking,customer,customer service tools (e.g. zendesk),feedback,cx,quality assurance,training,customer experience,problem solving,coaching