Quality Assurance Specialist - Customer Support - 1179

5 hours, 6 minutes ago
Full-time
Mid Level
Quality Assurance and Testing
Fetch Package

Fetch Package

Fetch Package is a last-mile package delivery platform for multifamily apartments, solving package management for property managers and providing a convenient amenity for residents.

Air Freight & Logistics
251-1K
Founded 2016
$100M raised

Description

  • Conduct daily audits of resident interactions across Package Delivery, Storage, Market, and Valet Trash support lines.
  • Identify systemic knowledge gaps and process friction, and translate findings into targeted agent development initiatives.
  • Maintain and evolve performance reporting that tracks individual agent growth and overall team health.
  • Partner with leadership to design and implement data-driven quality and performance metrics.
  • Represent the Voice of the Resident in meetings with internal leadership, BPO partners, and Product stakeholders.
  • Create and deliver reports that connect agent performance data to business trends, learning opportunities, and product improvements.
  • Serve as a subject matter expert on cross-functional projects that scale support operations and reduce resident friction.
  • Collaborate with Training and Product teams to support KPI attainment and continuous improvement.
  • Use quality insights to inform coaching approaches that support agent development and behavior change.

Requirements

  • Experience with CX frameworks and KPIs such as CSAT, FCR, and QA scores.
  • Proven ability to use data to drive measurable performance improvement.
  • Experience as a Support Agent or Support Lead in a high-volume, fast-paced environment.
  • Ability to translate data into clear coaching and development recommendations.
  • Strong analytical storytelling skills, including presenting raw data as persuasive narratives for leadership.
  • Ability to adapt in a high-growth environment as products and resident needs evolve.
  • Comfort using modern CRM and quality platforms such as Kustomer, Gladly, Stella Connect, or Medallia.
  • Reliable high-speed internet for video conferencing and high-volume data analysis.
  • Dedicated, distraction-free remote workspace for uninterrupted focused work and stakeholder meetings.

Benefits

  • $24 to $27 per hour pay range.
  • Medical, dental, and vision insurance.
  • 401(k) retirement options.
  • AD&D, short-term disability, and long-term disability coverage.
  • Paid time off accrued as you work.
  • Remote work opportunity.
  • Active work environment.

Interested in this position?

Apply directly on the company website

Apply Now

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