Auditor, Quality Assurance

• Complete 100% of assigned audits on time, supplying actionable feedback that helps teammates grow while keeping customers at the center of every decision
• Deliver all assigned coaching sessions, turning feedback into opportunities for improvement and reinforcing behaviors that elevate the customer experience
• Participate in recurring calibration sessions with Operations and QA partners, ensuring accuracy and alignment on scoring standards to drive fair and consistent evaluations
• Conduct ad-hoc deep-dives and root-cause analyses (RCA), summarizing findings in clear project-management recaps to share trends and solutions with leadership
• Maintain expert knowledge of top customer contact drivers by line of business (LOB), and share weekly focus areas to keep stakeholders aligned on customer priorities
• Recommend updates to training, knowledge articles, and SOPs that directly improve the customer experience and support teammate efficiency
• Train and mentor new auditors, reinforcing best practices, efficiency tools, and the Customer-Obsessed mindset that defines our QA culture

• Minimum 1-year Quality Auditor experience preferred, but not mandatory for internal applicants
• Minimum 6 months of Customer LOB experience
• Experience supporting multiple lines of business
• Excellent written and verbal communication skills
• Ability to work independently
• Well-organized and attentive to detail
• Analytical and data-driven
• root cause analysis is your specialty
• Impeccable follow-up and follow-through capabilities
• Ability to excel in a fast-paced, team-oriented environment
• Strong time management skills while driving multiple deadlines simultaneously
• You have an owner mentality
• you are quality-focused, output-driven, proactive, and comfortable taking initiative
• You demonstrate an understanding of being 1% better every day
• You bring a One Team, One Fight mentality

Minimum 1-year Quality Auditor experience preferred, but not mandatory for internal applicants