Business Account Quality Assurance

Company Description

Candidates MUST be within a commutable distance to Red Wing, MN. We are also unable to provide sponsorship for this role.

Watch here to see what it's like to work at Red Wing Shoe Company.

Red Wing Shoe Company is based in Red Wing, Minnesota, just 40 minutes from St. Paul, where our corporate office sits along the Mississippi River in downtown Red Wing.  We are a global company with 2300 employees around the world, but we maintain a close-knit family atmosphere that comes with being a privately-held company. We’re rich in history and tradition, but innovation drives us to deliver best-in-class product solutions and highly rated customer experiences.  Focus on our employees and company culture results in meaningful employee engagement across the organization. Our Guiding Behaviors of Living our Values, Honoring our Brands, Inspiring our People, Centering on our Customers, and Preserving the long term success and legacy of our Company are the foundation on which we build our future.

Our comprehensive benefits package for full-time employees includes medical, dental, and vision coverage, along with health savings and flexible spending accounts, life and disability insurance, generous paid time off and holidays, a 401(k) match, employee discounts, and valuable well-being benefits like free EAP services, financial planning assistance, and well-being coaching all designed to support your health and financial security.

The targeted hiring range for this full-time position is $52,700 - $68,500 depending on qualifications; however, the expanded salary range provides opportunities for advancement. Our salary ranges are determined by role, level, and job location. Within the range, individual pay is determined by factors including job-related skills, competencies, experience, and relevant education, training or a combination of these things and market demand. Your recruiter can share more about the specific salary range and benefits for your location during the hiring process.

Job Description

Make an impact where quality meets service.

Are you passionate about driving exceptional customer experiences through data analysis, process improvement, and a strong attention to detail? We are looking for a Business Account Quality Assurance Analyst to join our team and ensure our business customers—retailers and industrial partners—receive service that exceeds expectations.

About the Role:

As a Business Account Quality Assurance Analyst, you will be the key to enhancing our customer interactions and account processes. You'll analyze data to identify risks, recommend process improvements, and ensure all communications reflect our brand's high standards. Your work will help us deliver efficient, accurate, and remarkable service experiences—every time.

Key Responsibilities:

• Analyze customer data to identify risks, trends, and improvement opportunities.
• Recommend training or process upgrades to enhance quality and consistency.
• Partner with third-party billing providers to ensure invoicing accuracy and resolve disputes within agreed SLAs.
• Maintain deep knowledge of programs, pricing, and policies to support both internal teams and customers.
• Execute processes to ensure integrity of customer master data and account setup.
• Validate and update customer accounts according to program specifications and approved service menus.
• Support special handling accounts through accurate invoicing, reporting, and resolution.

Qualifications

What You Bring:

• Associate’s degree or equivalent experience (1–3 years in customer service or related field).
• Strong analytical skills with a commitment to quality and detail.
• Excellent verbal and written communication skills across cultures and platforms.
• Ability to enforce quality guidelines with confidence and professionalism.
• Experience reviewing, troubleshooting, and resolving invoicing discrepancies; ability to understand billing structures and customer-specific requirements.
• Intermediate proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook); familiarity with CRM, ERP, reporting, and telephony tools is a plus (e.g., Salesforce, M3, Power BI, Five9).
• Proven ability to manage multiple tasks and priorities with integrity and independence.

Additional Information

Work Environment:

This is a hyflex role offering a blend of remote and in-office work. The position involves extended time working on a computer and regular phone communications.

Red Wing Shoes is an Equal Opportunity Employer.

Equal Opportunity