Quality Assurance Specialist at Unleashed Brands

Bedford, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

25 Jun, 26

Salary

0.0

Posted On

27 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Assurance, Call Center, Performance Monitoring, Documentation, Reporting, Team Training, Development, Call Handling Procedures, Email Review, Chat Transcripts, Sales Record Verification, Attention To Detail, Organizational Skills, Communication, Collaboration, Computer Proficiency

Industry

Business Consulting and Services

Description

Join Our Team as a Quality Assurance Specialist for the Guest Loyalty Call Center! At Unleashed Brands, we’re dedicated to creating fun, engaging, and inspiring experiences for families. Our mission is to help kids learn, play, and grow. With over 1,300 locations in development and plans for further expansion, we are looking for an energetic and motivated Quality Assurance Specialist to ensure that our guest loyalty call center delivers exceptional service! What’s in it for You? * Competitive Compensation: Enjoy a competitive hourly rate. * Career Growth: As you excel in this role, you’ll have opportunities to influence training and development initiatives, further advancing your career. * Benefits Package: We offer a comprehensive benefits package to support you and your family. What You’ll Do: As a Quality Assurance Specialist, you will play a crucial role in evaluating and ensuring the quality of customer interactions within our guest loyalty call center. You will monitor recorded calls, score agent performance based on established criteria, provide actionable feedback to leadership, and contribute to ongoing efforts to enhance both customer experience and agent effectiveness. Key Responsibilities: Performance Monitoring: Track and report on key QA metrics, observe agents’ ability to navigate systems and use tools, and assess performance based on adherence to scripts, accuracy, tone, professionalism, empathy, compliance, and overall service quality. Documentation & Reporting: Maintain QA reports and documentation, record feedback during call monitoring, and compile quality reports to share with management. Stay up to date on all policies and procedures. Team Training & Development: Keep current on QA best practices, identify recurring issues, collaborate with agent leadership to enhance performance, assist in developing call handling procedures, and provide recommendations for training and script updates. Some extra items needed for this role: Complete review of emails and chat transcripts to ensure customer needs are met along with proper grammar and punctuation in place • Complete verification of all sales records for accuracy • Revise and create new email templates to keep in line with new company promotions and policies • Other duties assigned as needed Qualifications: 1+ years of experience in Quality Assurance, preferably in call center or hospitality environments. Experience with Five9 is a plus. Excellent attention to detail and strong organizational skills. Strong communication and collaboration abilities, capable of working effectively with leadership and general employee base Computer proficiency, particularly in Microsoft Office (Excel, Outlook, Word, Power Point, etc) Must be a resident of the United States. Sales experience, or experience in a revenue based role, is a nice to have Experience in call center platforms and QA tools is must (external) Coaching/Mentoring experience is a plus Strong analytical and problem solving capabilities Must be self-driven with the ability to execute responsibilities with minimal supervision Other duties as assigned Why Join Us? At Unleashed Brands, we are committed to creating unforgettable experiences through innovative play. Our team is at the heart of our success, and we prioritize a well-maintained, safe, and secure work environment. Your contributions will help us continuously enhance the guest experience, and as a brand ambassador, you'll play a vital role in driving innovation within our organization. About Unleashed Brands: Founded to curate and grow a portfolio of innovative and profitable brands that enrich children's lives, Unleashed Brands has spent the last decade building a proven platform for scaling businesses focused on family engagement. Our mission is to positively impact the lives of every child by providing fun, engaging, and inspiring experiences that help them reach their full potential. With over 350 locations currently open and plans to launch an additional 100+ units annually over the next five years, the future is bright. For more information, visit [www.unleashedbrands.com](http://www.unleashedbrands.com). Unleashed Brands is headquartered in the Dallas/Fort Worth metroplex. Commitment to Equal Opportunity: Unleashed Brands is dedicated to fostering a diverse workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation, or any other basis protected by applicable law. ADA Compliance: In alignment with the Americans with Disabilities Act (ADA), Unleashed Brands is committed to providing reasonable accommodations to qualified applicants and employees with disabilities during the job application or interview process, unless such accommodations would cause undue hardship. Join us in making a difference in the lives of children and families through unforgettable experiences!

Responsibilities

The specialist will evaluate customer interactions in the guest loyalty call center by monitoring calls and scoring agent performance against established criteria. Key duties include tracking QA metrics, maintaining reports, providing feedback to leadership, and collaborating on performance enhancement and training updates.