Contact Center QA Analyst

Where A-Players Thrive.

We’re an employee-owned, vertically-integrated builder of some of America’s most popular health & wellness brands. With over 1,400 team members across multiple companies, we create best-in-class products that help make the world healthier and happier. Our creative content educates the world on making smarter health choices, while the brands we own generate over $1 billion of revenue annually. Learn more about our brands.

We’re Looking For A: Contact Center QA Analyst to drive operational excellence within the Customer Service/Contact Center by leading training gap analyses, conducting quality assessments, and presenting actionable management insights. This role will ensure agent performance aligns with company policies and identify areas for process improvement to enhance customer satisfaction and operational efficiency.

Location: Remote (Woodland Hills, CA)

What You’ll Be Doing:

• Review a high number of calls, emails, chats, and Social Media interactions to maintain and develop internal support and call service quality standards.
• Direct quality initiatives by requiring adherence to quality assurance policies and procedures, developing new models, and implementing changes
• Asses support interactions based on internal standards
• Evaluates adherence proficiency in scripting, product knowledge, sales techniques, service delivery, SOPs, verbal clarity, active listening,
• professional etiquette, objection resolution, operational efficiency, and polite interaction closure.
• Accompany evaluations with meaningful and constructive feedbackProvide meaningful and constructive feedback with evaluations.
• Communicate concerns and/or issues based on information acquired through Call listening and Chat, Email, Social Media reviews (broken bottles, fulfillment issues, sale link errors, etc.)
• Conduct weekly/bi-weekly calibration meetings.
• Continually audit and revise quality assurance evaluation forms and guidelines..
• Assure that the Contact Center is aligned and compliant with the company’s SOPs & Policies, and present new SOPs & Policies when necessary.

Qualifications (Note: We strongly encourage you to apply even if you don’t tick ALL of these boxes.):

• Outstanding customer service skills and dedication to providing exceptional customer care
• Excellent verbal, Written, and Interpersonal communication skills;
• Exceptional Listening and Analytical skills
• Great organizational and solid  time management skills
• Able to carry out responsibilities with little or no supervision
• Must adapt well to change and successfully set and adjust priorities as needed
• Must be a self-motivator and self-starter
• Ability to own tasks from start to finish, taking full responsibility for successes or failures
• Quickly identifies and resolves challenges by using logical analysis and data to provide innovative solutions.
• High school diploma or equivalent
• Bachelor's degree preferred
• 3+ years of experience with Call Center Operations requiring Conversational and Written interactions (Phone, Chat, Email, Social Media)
• 1+ years of experience as a Quality Assurance Analyst
• Must type at least 55 WPM
• Basic computer skills, including Google Workspace and/or Microsoft Office Suite.
• Previous experience working with Five9 and Salesforce preferred.

Golden Perks & Benefits: 

• Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans.
• Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over $6.1 million to date. 
• We match up to 3.5% of your 401k contributions, ensuring your retirement savings grow alongside your career. 
• 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being.
• Invest in your future with our Employee Stock Ownership Plan, where company contributions fund your retirement plan with company stock. Learn more.
• Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career. 
• Tuition reimbursement program, which reimburses eligible tuition expenses up to specifie