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Quality Specialist

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PartnerHero

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Location:
United States , Greensboro

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

We are looking for a passionate, support-focused Quality Assurance (QA) professional to take on our growing operations and need for world class quality Customer Support. As a CS Quality Assurance Specialist at Crescendo you will focus on reviewing CS interactions on a daily basis and assessing for critical insights and continuous improvement.

Job Responsibility:

  • Review and score associate interactions according to an established rubric, evaluating for quality and compliance
  • Prepare reports for Team Leads, Program Managers, and other key stakeholders regarding trends in associate performance and opportunities for process or training improvements
  • Participate in root cause analysis (RCA) of qualitative and quantitative data regarding individual and team-wide performance
  • Utilize a quality scoring tool to log insights, and provide product feedback to improve the tool
  • Assist in training and mentoring other QA Specialists as needed
  • Participate in regular meetings for calibration and coaching strategy
  • Develop insights and recommendations from analysis of quality audits
  • Create reports for leadership and other key stakeholders
  • Remain up to date on all necessary processes, product and policy impacting the operation
  • Assist with tickets during backlogs and as requested

Requirements:

  • At least 1 year in a customer service/sales role
  • Strong knowledge of Customer Support best practices
  • An understanding of the importance and impact QA can have on a support organization
  • Strong oral and written communication
  • Organization and prioritization skills
  • Excellent time management skills and ability to meet deadlines reliably
  • Ability to identify trends and root causes of these trends
  • Data driven reporting abilities- using visualizations, spreadsheets and other data
  • Ability to maintain strict confidentiality and awareness of implicit bias
What we offer:
  • A dedicated wellness program, including support from an in-house psychologist
  • Attractive benefits package including medical, dental, and vision options based on location
  • Access to free posture-based fitness workouts from home
  • Paid Sabbatical Leave
  • Training opportunities provided by PartnerHero and outside entities
  • 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Additional Information:

Job Posted:
January 02, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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