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Nuna · 2 weeks ago

Call Center Auditor and Quality Specialist Lead

Vancouver, WA

Full-time

Onsite

Senior Level

5+ years exp

Nuna is a global brand innovating premium baby gear and is seeking an Auditor & Quality Specialist Lead to join their Consumer Concierge Services department. The role involves ensuring the highest standards of quality and compliance across customer service operations through auditing, collaboration, and coaching.

BabyChild CareChildrenFashionShopping

Comp. & Benefits

No H1B

Responsibilities

Conduct regular audits of calls, chats, and case handling

Monitor the Call Center pipeline to ensure adherence to service level agreements

Develop and maintain QA scorecards and standards

Comfortable working with structured QA scorecards and checklists

Skilled in spotting patterns across multiple interactions without relying on automation

Ability to analyze conversations for both technical accuracy and customer experience

Capable of identifying root causes of service issues through manual review

Strong focus on identifying inconsistencies, errors, and compliance gaps

Uses tools available and manually tracks audit results, trends, and performance metrics where tools are not present

Prepares reports for leadership with actionable insights

Works very closely with management to share opportunities

Works closely with the Escalations & Legal Liaison

Deep understanding of internal policies, procedures, and regulatory requirements

Ensure that all Certified Car Seat Technicians are up to date on courses and certifications

Provide constructive feedback to agents and identify coaching opportunities by monitoring and reviewing calls for positives and areas of improvement

Provides clear, constructive feedback to agents and supervisors

Uses examples from real interactions to support coaching and development

Collaborates with training teams to address recurring issues

Collaborate with training and operations to improve service quality

Qualification

Quality Assurance ExpertiseAnalytical ThinkingCoachingRegulatoryPolicy AcumenMentoringCRM Systems ProficiencyData & AnalyticsData TrackingPipeline ManagementProcess OrientationGeneral Technical SkillsBilingual (English/Spanish)Effective CommunicationCollaborationAttention to DetailProblem-Solving

Required

Five (5) to eight (8) years' hands on experience in quality assurance or auditing, particularly within a call center environment

Background in monitoring and reviewing customer interactions, including calls, chats, and case handling

Experience providing constructive feedback and coaching to team members

Familiarity with developing and maintaining structured QA scorecards and standards

Ability to identify patterns, root causes, and compliance gaps through manual review of interactions

Proven track record of collaborating with management and training teams to improve service quality

Understanding of internal policies, procedures, and regulatory requirements relevant to the customer service industry

Experience tracking audit results, trends, and performance metrics, and preparing insightful reports for leadership

Analytical Thinking: Ability to identify patterns, inconsistencies, and root causes across a wide range of customer interactions without reliance on automation

Attention to Detail: Skilled at detecting errors, compliance gaps, and subtle trends within calls, chats, and case documentation

Quality Assurance Expertise: Proficient in developing, maintaining, and applying structured QA scorecards and standards

Effective Communication: Capable of providing clear, actionable, and constructive feedback to agents and supervisors

Coaching and Mentoring: Experienced in identifying coaching opportunities and using real-world examples to support agent development and performance improvement

Collaboration: Proven ability to work closely with management, training teams, and other specialists to enhance service quality and operational consistency

Regulatory and Policy Acumen: Deep understanding of internal company policies, procedures, and industry regulatory standards relevant to customer service

Reporting and Data Tracking: Competence in manually and digitally tracking audit outcomes, trends, and performance metrics, and preparing insightful reports for leadership

Process Orientation: Commitment to maintaining up-to-date certifications (e.g., Certified Car Seat Technician credentialing) and adherence to best practices in quality review

Pipeline Management: Ability to monitor service pipelines and ensure adherence to service level agreements (SLAs) and deadlines

Problem-Solving: Resourceful in addressing recurring issues and developing solutions in collaboration with relevant stakeholders

Bachelor's degree preferred; substantial relevant experience may substitute for formal education

Advanced proficiency in CRM systems (e.g., Salesforce, Zendesk, Oracle Service Cloud) for tracking escalated cases and documenting resolutions; experience with Zendesk preferred

Experience with ERP systems supporting customer service and operational workflows; SAP experience highly desirable

Advanced proficiency in Microsoft Office Suite, Microsoft Teams, Zoom, and other internal communication platforms

Experience using project management tools (e.g., Asana, Trello, Jira, Wrike) for tracking QA initiatives

Proficiency in Excel (pivot tables, formulas, charts)

Experience with BI tools (e.g., Tableau, Power BI) for visualizing performance metrics

Understanding data integrity and validation practices

Familiarity with quality assurance dashboards and reporting tools

Ability to audit customer interactions across multiple channels (voice, email, chat, social media)

Ability to maintain detailed audit logs and documentation in secure systems

Knowledge of data privacy regulations (e.g., GDPR, CCPA, ADA)

Comfortable navigating multiple systems and toggling between applications

Ability to troubleshoot basic technical issues

Employees in Non-Exempt positions must accurately complete, obtain approval from their manager, and timely submit a timecard in the form provided by the Company, as it coincides with the Company's bi-weekly payroll schedule

Ability to work extended hours as business needs warrant; may on occasion include nights and weekends

Travel up to 10%

Bilingual (English/Spanish) a plus

Applicants must be currently authorized to work in the United States on a full-time basis