Job Description
📋 Description Build and scale Benepass' Quality Assurance program across email, live chat, and phone. Develop quality scorecards, audit processes, calibration routines, reporting, and coaching Partner with Customer Experience leaders to improve performance through coaching, feedback, and Own the Help Center, support macros, and voice and tone standards to improve consistency and reduce Design and deliver ongoing enablement programs covering product updates, call etiquette Analyze quality trends, customer feedback, and operational data to identify root causes and 🎯 Requirements 5+ years in Customer Support, Customer Experience, Quality Assurance, Support Operations, or Experience building or significantly scaling a Quality Assurance program. Experience creating QA scorecards, calibration programs, coaching frameworks, and quality reporting. Experience supporting multi-channel teams across email, chat, and phone. Strong knowledge management experience including Help Centers, macros, SOPs, and voice & tone Exceptional written communication, analytical, and problem-solving skills. 🎁 Benefits 95% coverage of medical, dental, and vision $250 WFH setup (one time) $500/year Learning & Development Benefit $150/month cell phone + internet $100/month Wellness $100/month Co-working and Commuter Benefit
