Quality Assurance Manager (Customer Service)

El Segundo, CA

Who we are.

We are a radical team of engineers, coders, technicians, creatives, and colorists coming together to craft a completely personalized hair color and hair care experience—all while empowering folks to be experts at home.

eSalon is an LA based beauty brand that creates custom hair color from scratch. We formulate from over 194,000 unique color combinations and send our Color Kits out to clients all over the world. Our goal is to help clients achieve their hair color dreams in the comfort of their own home. We offer support and guidance with outstanding customer service and access to a team of licensed Colorists.

We are looking for a Quality Assurance Manager in our Customer Service Department, who will be responsible for monitoring Customer Service Representatives and Online Colorists by evaluating voice, email, chat and social contacts. Reporting into the Sr. Director of Customer Service, the Quality Assurance Manager is responsible for supporting and monitoring quality methods, processes and procedures for the department. They will maintain an objective voice in sustaining consistent and superior customer service, help preserve service excellence through monitoring and assessing customer interactions, documenting agent performance strengths and weaknesses and highlighting immediate compliance issues.

Responsibilities:

Responsibilities

Implement and manage all contact monitoring forms and define department quality standards.
Perform monitoring of all CS contacts and provide data and insights to the management team.
Compile and track performance at a team and individual level.
Provide actionable data to various internal groups as needed.
Coordinate and facilitate call calibration sessions for the CS Management team.
Collaborate with the Training team on any trends, training gaps or recurring issues.
Prepare and analyze quality reports for Management staff review.
Other duties as assigned.

Qualifications

2+ years Call Center Experience.
1+ years in a Contact Center QA Role.
Excellent verbal, written and interpersonal communication skills.
Outstanding customer service skills and dedication to providing exceptional customer care.
Must be self-motivator and a self-starter.
Focus on quality and customer service.
Exceptional listening and analytical skills.
Solid time management skills.
Ability to multitask and successfully operate in a fast paced, team environment.
Must adapt well to change and successfully set and adjust priorities as needed.
Ability to uphold eSalon values and be a strong ambassador for the eSalon brand.

Benefits

Medical, dental, vision and life insurance plans
401K Plan
15 days of Paid Time Off + 10 company holidays, 1 floating holiday
Monthly catered lunches
Stocked kitchen
Employee Assistance Program

Rideshare program
Casual work environment
Corporate Discount Program
Complimentary salon services
Authentic work / life balance
Beer Cart Fridays

eSalon is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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