Quality Assurance Specialist

About the Company:

At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. We're building the definitive platform for intentional living, connecting people with inspiring experiences in fitness, wellness, and beyond. With popular brands like Mindbody and ClassPass, Playlist empowers businesses and individuals, making it effortless for aspirations to become actions. Join us in reshaping technology's role to foster meaningful, real-world connections.

The Role You'll Play

At Playlist, we're seeking a meticulous QA Assurance Specialist to elevate our Partner Support experience through comprehensive quality management. In this critical role, you'll be the guardian of excellence, ensuring that every customer interaction meets our highest standards of quality, consistency, and care.

• Conduct daily quality assurance grading of customer experience interactions, uncovering meaningful insights and trends that drive continuous improvement
• Facilitate team calibration sessions, aligning quality standards across internal and international partnership teams
• Design and refine contact monitoring formats and quality standards that set new benchmarks for exceptional customer support
• Collaborate closely with Partner Support leadership to develop targeted coaching and development plans that empower agents to excel
• Deliver compelling weekly and regular updates on quality assurance performance, highlighting successes, addressing challenges, and proposing strategic improvements
• Partner with training teams to ensure learning programs directly address identified quality gaps and support ongoing skill development
• Coordinate targeted monitoring initiatives to assess and elevate team performance across specific focus areas
• Adapt quickly to evolving team dynamics, continuously adjusting the Quality Assurance program to support our growing Partner Support team

 The Experience You’ll Bring

• 3+ years of experience in a quality analyst role within a global company working with contracted partners
• 3+ years in a call center or customer experience environment with demonstrated expertise in call, email, and chat interactions
• 1+ year of experience with customer experience (CX) tools and quality assurance monitoring platforms
• Exceptional proficiency in CX Quality Assurance methodology and best practices
• Outstanding analytical skills, with the ability to interpret data and translate insights into actionable improvements
• Proven track record of operating autonomously, managing priorities, and thriving in fast-paced, agile environments
• Exceptional communication skills, with the ability to provide constructive feedback and collaborate effectively across teams
• Demonstrated ability to handle sensitive and confidential situations with the utmost professionalism and discretion

Have we piqued your curiosity?

Sound like the role for you? We’d love to hear from you! Even if you’re not 100% sure about potential fit, we still encourage you to apply. We’re looking for the right person, not the perfect series of checkboxes.

The Company is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.

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Note: This description outlines key responsibilities but isn’t intended to cover every task or duty. Additional responsibilities may be assigned as needed to support the team and business goals.