Overview

The Babylist Happiness Hero Team needs a Support Quality Assurance Specialist to revamp, run and grow our quality assurance and training programs. This person’s goal is to improve the team’s quality, consistency, confidence and ultimately improve an already great customer support experience.

The Support Quality Assurance Specialist will report to the Head of Support and will work closely with Support Leadership, Support Operations  and Cross-functional Leaders.

What You’ll Do:

  • Own Quality Assurance Program
    • Ensure the team is consistently providing best in class support, through accuracy, empathy & efficiency, while employing the Babylist tone
      • Establish QA Success Metrics
      • Revamp existing QA evaluation rubrics
      • Determine proper frequency of QA evaluations based on Happiness Hero specialty, tenure, and performance
      • Develop a plan for QA to be operational at scale
      • Identify themes in QA evaluations to inform needed training and coaching for Happiness Heroes
      • Flag themes of potential product improvements to cross-functional teams
  • Own Onboarding Training
    • Revamp onboarding to improve understanding, knowledge retention and speed of new hire ramp up
      • Gain a solid understanding of what knowledge is needed to be successful in the Happiness Hero role
      • Redefine the 30-60-90 plan for Happiness Heroes
      • Reorganize, add & remove on-boarding trainings for improved retention, and ability to contribute to inbound workload faster
      • Reorganize, add & remove on-boarding documentation
      • Identify the best way to measure progress of new hires, and identify those needing help early on.
      • Identify the best tools to use for onboarding training
  • Own Ongoing Training
    • Build a recurring/ongoing training program that improves existing reps knowledge, ensures they stay up to date and boosts their confidence
      • Identify the best way to measure knowledge retention of all Happiness Heroes across multiple job types and locations
      • Identify the best tools to use for ongoing training
      • Determine proper frequency & size of recurring trainings
      • Determine the best processes for identifying what topics Happiness Heroes and the team as a whole need for ongoing training
      • Partner closely with with the Support Content Coordinator to plan training for new feature releases

Who You Are:

  • Passionate about creating a phenomenal customer experience
  • Strong verbal and written communication skills
  • Strong organizational skills & experience managing projects from start to finish
  • Strong collaboration and decision making skills
  • Able to concisely present suggestions & make decisions based on quantitative and qualitative data
  • Skillful listening, with the ability to seek input, analyze information, consider alternatives, and make holistic decisions

What You’ve Done:

  • Experience using a Quality Assurance program
  • 2+ year of Quality Assurance experience
  • 2+ years of Training/Teaching experience
  • 2+ years of experience in a customer support organization

Nice to Haves:

  • Customer Support leadership experience
  • Experience using an Learning Management Software
  • Experience working with multiple support locations
  • Experience working with BPO’s
  • Experience working with Zendesk

About Babylist

At Babylist, we help expecting parents get exactly what they need for the arrival of their new baby. Founded in 2011, Babylist is a popular baby gift registry in the US. We serve millions of families every year to help them make the journey to parenthood less overwhelming and more fun. Families can add any item from any store to their registry, including products Babylist directly sells, alongside meaningful gifts like babysitting and meals, which they can’t buy in stores. The baby retail market is underserved and Babylist is well positioned to be the trusted brand that helps new families through this monumental life stage. In the US alone, 4 million babies are born every year and we have over 1.5 million new families signing up to create a baby registry with us annually. This year, 10M loved ones will give the perfect gift using Babylist.

Why You Will Love Working at Babylist:

  • We get stuff done
  • We have a real impact on people’s lives
  • We’re passionate about our users and we genuinely appreciate them
  • We work at a sustainable pace for long-term success (yes, we’re profitable)
  • We are growing and have meaningful opportunities for career advancement
  • We’re a technological and results-driven business
  • We believe in autonomy and reward taking initiative
  • We have experienced leadership that is always open to new ideas

Benefits:

  • Competitive pay
  • Competitive health benefits including company-funded medical, dental, and vision
  • 401(k), FSA plans, and disability insurance
  • Flexible, paid parental leave policy
  • MacBook Pro, tools that you’ll need to be successful, and remote working stipend for office set-up
  • Company-wide events and meetings to connect with the broader Babylist team
  • We work at a sustainable pace; in general we don’t work late or on weekends