QA Specialist (Trust & Safety Verification)

  • Individual Contributor
  • Phoenix, AZ, USA
  • Experience level: 2+ years

Website Turo

This content was reproduced from the employer’s website on September 22, 2021. Please visit their website below for the most up-to-date information about this position.

Job description:

We are looking for a down-to-earth, dedicated, articulate, and risk-minded individual to join our Quality Assurance Team in Phoenix! As a Trust & Safety Verification QA Specialist, you are responsible for protecting the authenticity of the Turo brand. The QA team is dedicated to monitoring and measuring the accuracy, timeliness, compliance and customer service tasks performed at the Verification and Trust & Safety Specialist level. In this role, you will partner closely with Operations leaders to deliver meaningful insights, which they will leverage to understand business performance and create plans of action to implement positive operational changes. You will be responsible for overseeing quality moderation workflows, while also rolling up your sleeves to support projects as needed. Are you ready to make direct contributions that will positively impact the experience of our Turo community?

What You’ll Do:

  • Develop and maintain expert-level knowledge of Verification and Trust & Safety processes and use sharp-witted judgment to make decisions
  • Drive targeted QA action plans to address high priority issues and trends
  • Calibrate on agent interactions with Trust & Safety Verification partners to ensure there is consistency and adherence to policy and process
  • Analyze QA results by maintaining QA scorecards and utilizing reporting dashboards
  • Share QA results with internal teams to provide improvement opportunities
  • Support and drive the QA partnership between Turo and our BPO Trust & Safety Verification Support partners and leaders
  • Consult with Turo internal teams to support and guide QA processes
  • Consistently contribute ideas to further improve the customer experience while promoting growth
  • Collaborate with the Training team to identity learning gaps and drive agent performance

Your Profile

Qualifications:

  • 2+ years of experience
  • Undergraduate degree required or equivalent years experience
  • Top-notch communication and investigative skills
  • Strategic thinker with strong analytical and creative problem-solving abilities
  • Ability to validate trend results compared to outlined success metrics and deliver story like summaries of why it happened along with the details as to how we will fix it!
  • Excellent communication skills
  • Intellectually curious and comfortable operating in a fast-paced, ever-changing environment
  • Ability to quickly identify patterns and trends
  • Experience using quality management software
  • Excel and/or google sheet savvy
  • Strong knowledge of Google Workspace

Preferred Qualifications:

  • Start-up experience
  • Background in Trust & Safety Verification
  • BPO knowledge and experience working with or within a BPO
  • Experience in quality assurance, extensive training, or vendor operations highly preferred
  • Exposure to Kustomer, Zendesk or other customer service applications

Benefits

  • Competitive salary and equity for all full-time employees
  • Employer-paid medical, dental, and vision insurance
  • Flexible paid time off, paid holidays, paid volunteer time off, and paid parental leave
  • Turo host matching and vehicle reimbursement program
  • Turo travel credit every month

To apply for this job please visit boards.greenhouse.io.