Concierge Quality Assurance Strategist

Job Summary

A company is looking for a Concierge Quality Strategist (Contractor) to lead and enhance its Concierge Quality Assurance program.

Key Responsibilities

• Own and execute the QA program, maintaining daily audit coverage across all Concierge channels
• Translate audit findings into constructive feedback and identify coaching priorities for agents and team leads
• Manage calibration cycles and maintain QA rubrics and SOPs, ensuring alignment with evolving standards

Required Qualifications

• 3-5+ years in QA, CX operations, or CX enablement, preferably in a premium and/or regulated industry
• Experience in running or contributing to a QA program at scale
• Deep familiarity with QA platforms and audit workflows
• Fluency in interpreting QA dashboards and building data-informed reports
• Comfort coaching agents and peers, including providing sensitive feedback