Senior Customer Support Quality Assurance Specialist

Job Summary

A company is looking for a Senior Customer Support Quality Assurance Specialist who will be responsible for developing a quality assurance program for customer support teams, building onboarding and continuous enablement programs, and becoming a subject matter expert on the company's product functionality and workflows.

Key Responsibilities:

• Developing a highly effective quality assurance program for onshore and offshore Customer Support teams
• Building high-quality onboarding and continuous enablement programs for Customer Support teams
• Becoming a hands-on subject matter expert on the company's product functionality, features, and use-cases, and ensuring department KPIs are met

Required Qualifications:

• 5 years prior experience in customer service, quality assurance, and learning & development
• Prior experience working in a remote work environment
• Prior experience working cross-functionally with operations and engineering teams
• Prior experience using data to prioritize learning & development and quality assurance programs
• Bonus: Prior experience designing and managing training programs using learning management software