Truework is on a mission to create trust in every financial transaction. This is why we build products that enable businesses and consumers to regain control over how their sensitive financial information is shared online. Our platform empowers lenders to complete employment and income verifications quickly and accurately while enabling organizations to automate the verification process and ensure the privacy of their employees' personal data. On the consumer side, we are giving employees unprecedented visibility into how their professional information is shared between third parties such as banks, mortgage lenders and employers. We believe increasing data transparency and returning data controls to the consumer are two crucial steps toward improving the health and safety of the internet as we know it.

At Truework, we are hyper-focused on building products that enable businesses and consumers to regain control over how their sensitive information is shared online. Our platform and services empower lenders to complete verifications quickly and accurately while enabling organizations to automate the verification process and ensure the privacy of their employees' personal data. On the consumer side, we are giving employees unprecedented visibility into how their professional information is shared between third parties such as banks, mortgage lenders and employers. We believe increasing data transparency and returning data controls to the consumer are two crucial steps toward improving the health and safety of the internet as we know it.

We are looking for a Senior Customer Support Quality Assurance Specialist to join our team!

Develop a highly effective quality assurance program for onshore and offshore Customer Support teams, ensuring customers receive diamond-level service from our team.
Build high-quality onboarding and continuous enablement programs for onshore and offshore Customer Support teams, improving our ability to scale rapidly and support customers consistently as Truework launches new and improved products.
Become a hands-on subject matter expert on our Truework product functionality, features & use-cases and Customer Support workflows, ready to jump in immediately and ensure department KPIs are met.

At Truework, you would be responsible for:

Training Program Development and Automation:

Utilize automation tools to optimize training programs, ensuring the highest quality while minimizing resource utilization.
Collaborate with the Head of Customer Support to identify and outline training needs for support specialists.

Feedback Analysis and Improvement Strategies:

Analyze customer feedback to identify recurring patterns and areas for improvement in customer interactions.
Develop strategies to enhance customer support specialists' performance based on analysis results.

Training Material Creation and Delivery:

Craft comprehensive instructional documents and manuals to guide support specialists in various customer interaction scenarios.
Conduct both group and individual training sessions, tailoring content to address performance gaps and customer feedback.

Support Standards and Quality Management:

Develop and maintain internal quality standards for customer support and call center operations.
Review and evaluate a subset of support agents' interactions using Klaus, providing constructive feedback and facilitating improvement discussions.

Performance Monitoring and Reporting:

Monitor and evaluate inbound and outbound interaction quality, tracking issues and analyzing results.
Create detailed reports reflecting support performance metrics (CSAT, AHT, FRT, QA) and communicate performance to higher management.

What we're looking for:

5 years prior experience in customer service, quality assurance, and learning & development
Zendesk Support (minimum 2 years as an Admin), Google Workspace, Looker, Tableau or other data analytics software
Prior experience working in a remote work environment
Prior experience working cross-functionally with operations and engineering teams
Prior experience being directly responsible for using data to prioritize learning & development and quality assurance programs with competing interests or goals, from design to implementation.
Bonus: Prior experience designing and managing training programs using learning management software.

About your team at Truework and who you will work with:

Manager:

Tonya Strickland, our Senior Customer Support Manager who heads up the Customer Support team at Truework

Team:

Ben Bullitt, Senior VP of Operations and Support
Kendall Feezor, Customer Success Leader - Working together to ensure Truework's enterprise customers consistently receive diamond-level support.
Sambhav Jain, Product Leader - Working together to ensure Customer Support specialists become subject matter experts on Truework's key product offerings.

Cash Compensation:

Our cash compensation for this role is targeted at $80,000 - $90,000 for candidates based at our hubs in New York City & San Francisco. For remote candidates not located in a metropolitan city, geo based factoring will be applied to the compensation. Final offer amounts are determined by multiple factors including candidate expertise and may vary from the amounts listed above.

Benefits

Flexible PTO policy
Learning & Development stipend
Health, Dental, Vision, Life Insurance, STD, LTD

Equity
TruePerks
Commuter, FSA, HSA
401K plan

Bring Your TRUE Self to Work.

One of our 4 values at Truework is Valuing Diverse Perspectives, and we are on a mission to create a company that is the right fit for every person inside of it. Diversity and Inclusion are the hard-and-fast principles guiding how we build our teams, cultivate leaders, and create a company where our employees are comfortable bringing their authentic, true selves to work.

Truework is an Affirmative Action, Equal Opportunity Employer. As part of our standard hiring process for new employees, employment with Truework will be contingent upon successful completion of a comprehensive background check.

Summary
Company name: Truework
Remote job title: Senior Customer Support Quality Assurance Specialist
Job tags: Tableau, Learning and Development, Learning Management