Quality Assurance Specialist

Are you a detective at heart with an analytical mind and a meticulous attention to detail?  Have your friends or family members accused you of being OCD or eavesdropping? Do you like dissecting everything that has gone right or wrong in a situation?   If so, you might be the Sales Quality Assurance Specialist we are looking for.

As the Quality Assurance Specialist you will act as the sales floor detective that protects, nurtures, and maintains the professionalism of our sales agents. As a result, our customer will be serviced at the highest level possible. The Quality Assurance Specialist you would be the go to person for all dashboards, reports, performance metrics and analysis of compliance and call quality.  This role creates maintains and improves upon quality assurance reports and transparency.  The Quality Assurance Specialist leads QA compliance and monitoring and is a critical asset in the mitigation of risk and compliance for the phone team.

A successful Quality Assurance Specialist will be a combination of an analytical thinker and forward sales thinking professional, they will be able to take data from multiple sources and find actionable improvements and create transparency for the sales leadership.

Your values must align with our company values for it to be a good fit. The 3 LadyBoss core values are: Respect, Integrity, and Effort.

Responsibilities (Tasks Associated With The Role)
The Quality Assurance Specialist’s role is to audit the phone team agents calls for quality and compliance, provide accurate scoring and actionable feedback.


Quality Assurance
  • Maintain Quality Assurance schedule of call reviews, ensure team meets standard guidelines for quantity of each agent role.
  • Verifies Agent results by measuring skills in use of scripts, product knowledge, sales ability, greeting, diction, listening, etiquette, objection handling, efficiency, and compliance.
  • Provides feedback to Senior RL’s by monitoring calls; conducting weekly and monthly coaching interactions.
  • Evaluates Agent quality and compliance providing quality ratings; identifying training needs; developing training programs; conducting training.
  • Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes.
  • Contributes to team effort by accomplishing related results as needed.
  • Model company values and “does whatever it takes” approach
  • Driven to produce results
  • Review calls of agents and complete QA checklist
  • Complete infraction form as needed and escalate calls as needed
  • Provide weekly and monthly analysis of QA output data
  • Highlight coaching opportunities, wins and patterns (good or bad)
  • Serve as lead support on QA Salesforce Queue
  • Review calls of Salesforce cases created by customer complaints, create a response for Billing Analyst, and escalate as needed to Operations Director
  • All SF calls reviewed should also be included in the QA checklist and QA analysis spreadsheet.
  • Able to respond and adjust accordingly to the changing needs of a growing company
  • Accountable and takes responsibility for both successes and improvement opportunities

Results (Expected Accomplishments)

The goal of this position is to keep the LadyBoss Phone Team Results Liaisons calling without interruptions, keeping all call systems running smoothly at all times, and ensuring all Phone Team systems and processes are maintained. 

Requirements (Expected Proficiencies) 

  • Strong verbal and written communication skills
  • Customer service oriented
  • Outstanding problem resolutions skills
  • Strong organization skills
  • Excellent interpersonal and teamwork skills
  • Ability to multitask
  • Proficiency data entry with a minimum of 40 WPM
  • Flexible
  • Ability to work in a fast-paced and high-stress environment
  • Maintain a positive attitude in all situations
  • Strong desire for personal growth
  • Computer skills and knowledge of relevant software
  • Knowledge of operation of standard office equipment
  • Knowledge of clerical and administrative procedures and systems such as filing and record keeping
  • Knowledge of principles and practices of basic office management
  • Information gathering and information monitoring
  • Attention to detail and accuracy
  • Treats others with respect and dignity
  • Displays sound judgement
  • Flexibility
  • Adaptability

This job description is not all-inclusive and certain activities, duties or responsibilities may be required of the employee as needed.

COMPANY

LadyBoss is the #1 weight loss transformation system on the planet that has helped over 100,000+ women achieve their goal all across the globe. Our mission is to help 1,000,000 women lose weight while loving themselves again. 

The mission of LadyBoss is to help women lose weight while loving themselves again. We will help these women gain back their confidence, improve their overall quality of life, and change the health of their entire family tree forever. We will do this by providing the best information, products, and services possible in the three pillars of fitness, nutrition, and accountability. 

We are a fast-paced, technology driven, fast growing young company looking for rockstar individuals who want to work hard, learn, and grow with us while being apart of an incredible mission. 

To apply for this position, please send your resume, cover letter answering the three questions below to:   tryout@ladyboss.com

1). What about doing the job excites you the most?
2). Why do you think you are the best fit for the job? 
3). What qualifications or experience do you have that you can apply to make you successful in this role?


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