As a QA Escalation Specialist, you will be part of the Customer Service Escalations team supporting various internal teams such as Quality. The ideal candidate will have strong analytical skills, excellent communication abilities, and a keen attention to detail which will align successfully in the organization.

Job Title: QA Escalation Specialist

Location: Hawthorne, CA

Pay Rate: $25.00

Shift: Monday to Friday 9:00am to 5:30pm

What's the Job?

Review QA calls and provide constructive feedback to agents and managers to promote consistency and service quality. Serve as the primary contact for escalations from Customer Service Managers, coordinating resolution efforts in a timely and professional manner. Work cross-functionally with internal teams to resolve escalated customer issues, ensuring thorough documentation and follow-up. Identify trends in escalations or recurring issues and communicate these to leadership for process improvement opportunities. Track escalation cases from initiation to resolution, ensuring timely and satisfactory outcomes.

What's Needed?

Minimum 1 year of experience in Quality Assurance. Minimum 2 years of customer service with escalation management. Comfortable reviewing quality assurance (QA) evaluations and delivering feedback constructively. Ability to manage multiple high-priority issues simultaneously with attention to detail. Skilled in identifying trends and presenting actionable insights to leadership.

If this is a role that interests you and you'd like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you!