Quality Assurance Analyst - Remote Eligible

Quality Assurance Analyst

As Quality Assurance Analyst, you'll support Client Services by driving a high and consistent level of quality across all teams. You'll achieve this through the frequent monitoring of agent interactions across all client channels and teams, thorough documentation of feedback and improvement opportunities and effective coaching - all with the goal of driving experiences that meet the needs of TRR clients.

What You Get To Do Everyday:

• Conduct quality monitoring and auditing of agents at TRR and outsourced partner sites
• Effective and consistent documentation of all interaction monitoring results and improvement plans
• Construct and deliver quality performance coaching based on monitored interactions
• Identify and monitor agent behavior trends and quality risks
• Actively participate in quality calibration sessions with quality team members and Client Services leadership
• Assist with the preparation of Quality reporting and trend analysis
• Manage the tagging of client survey feedback, to drive trend analysis and reporting

What You Bring To The Role:

• 2 or more years of experience in a role supporting Quality within a contact center or customer service setting, preferably in a luxury fashion environment
• Passion for performance development coaching
• Exceptional listening and analytical skills
• Solid time management and organizational skills
• Experience with MaestroQA is a plus
• Ability to be flexible and adapt to an ever-changing environment
• High level of professionalism and integrity

Compensation, Benefits, + Perks:

• Employee Stock Purchase Plan
• 401K with Company Match
• Medical, Dental & Vision Insurance
• Paid Parental Leave
• 9 Paid Company Holidays
• Flexible Time Off (With Manager Approval)

The expected salary range for this role is $48,266.40-$62,056.80. To determine starting pay we carefully consider a variety of factors, including primary work location and an evaluation of a candidate's skills, experience, market demands, and internal parity. Additionally, salary is just one component of TRR's total rewards package.

The RealReal is the world's largest online marketplace for authenticated, resale luxury goods, with 37 million members. With a rigorous authentication process overseen by experts, The RealReal provides a safe and reliable platform for consumers to buy and sell their luxury items. We have hundreds of in-house gemologists, horologists, and brand authenticators who inspect thousands of items each day. As a sustainable company, we give new life to pieces by thousands of brands across numerous categories—including women's and men's fashion, fine jewelry and watches, art, and home—in support of the circular economy. We make selling effortless with free virtual appointments, in-home pickup, drop-off, and direct shipping. We handle all of the work for consignors, including authenticating, using AI and machine learning to determine optimal pricing, photographing and listing their items, as well as shipping and customer service.

The RealReal is committed to providing an equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or Veteran status. We will consider qualified applicants for a position regardless of arrest or conviction records. At TRR, People Come First. That's why diversity and inclusion are vital to our priorities as an equal opportunity employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.