QA Specialist - CRS

Role Details:
Contract Duration: Full-time
Position type and schedule: Full-time | To be determined
Training Schedule: 10:00 AM - 7:00 PM EST | Monday - Friday
Work type and Location: In-Office / would prefer candidates who reside in Arizona
Start Date: ASAP
About Us

A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day to day and thrive.

The Role

Are you passionate about quality? Our business is growing, and we are expanding our support for the company's operations quality goals.

A successful Quality Analyst Specialist will ensure the quality goals for a large program of Remote Assistance Advisors (RAA). RAAs provide vehicular assistance before, during, and/or after driverless trips through proprietary tooling to interact with the fleet on the road. On this revolutionary and innovative program, our “customer” is the autonomous vehicle.

You will review interactions daily and assess for critical insights and continuous improvement. You will be able to accurately and consistently score an interaction against a QA rubric, provide actionable recommendations based on trends observed, fully master the product and processes, collaborate with Training Specialists, keep up with changes, identify risks that negatively impact the overall quality and safety of RAAs and the autonomous vehicle for improvement. The ideal candidate will be detail-oriented while able to see the big picture, a strong independent worker who can confidently express areas of improvement backed by data.

What you’ll do:

• Review and score RAA interactions according to an established rubric, evaluating for quality and compliance.
• Prepare reports for Operation Leaders and other key stakeholders regarding trends in RAA 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 Analysts as needed
• Participate in regular meetings for calibration and coaching strategy
• Develop insights and recommendations from analysis of quality audits
• Remain up to date on all necessary processes, products, and policies impacting the operation
• Building and maintaining the subject matter expertise of your program

What we expect from you:

• An understanding of the importance and impact QA can have on a support organization
• Excellent time management, organization 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
• Ability to quickly learn and absorb partner culture, processes, and policies
• Growth mindset (receptive to feedback, learner)
• Excellent communication skills (verbal, written, interpersonal)
• Problem-solving skills
• Adaptable
• Detail-oriented
• Independent/Resourceful/Curious
• Able to work under pressure
• Proficiency in G-Suite applications (Docs, Sheets, Slides, etc.)
• Proficiency in MS Office

What you’ll get in return:

• Full-time employment
• Competitive compensation based on experience
• 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

Company Culture is at our core

Culture leads, success follows. Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].