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Bright Horizons · 1 day ago

QA Customer Feedback Specialist

United States

Full-time

Remote

Entry, Mid Level

$47K/yr - $61K/yr

2+ years exp

Bright Horizons is a leading education and care company that helps employees thrive at work and at home by partnering with employers to offer high-quality child care, elder care, and educational support. The QA Customer Feedback Specialist is responsible for maintaining customer confidence by addressing and resolving service issues, analyzing service quality, and supporting compliance with company requirements.

E-LearningEdTechEducationHealth Care

No H1B

Responsibilities

Regularly compose high level email communications to company leaders with a concise summary of events and actions, to ensure that the necessary parties are aware of serious issues

Schedule and lead CIR calls with multiple high level department partners across the company. Address and present the most escalated issues to the COO and VPs, as well as other high level leaders, and make recommendations for actions. Calls must be managed with confidence and tenacity, while answering questions as they arise

Coordinate and oversee with multiple other teams to secure staffing for unique situations escalated to a client, using out of the box thinking and processes

Partner with Client Relations and Program Managers to mitigate escalated client situations, including detailed reports, call reviews, reservation monitoring, etc

Educate providers and customers, regarding Bright Horizons policies, the parameters of the benefit, and mandatory reporting processes when needed, while managing resistance and privileged attitudes

Make reports to and work with child and adult protective services, and other authorities, when required

Participate in a rotating 24/7 on call schedule to handle the most serious issues after hours, on weekends, and holidays in order to mitigate company risk

Regularly oversee and monitor network caregiver performance, holding caregivers accountable and using suspension, and the review board process, when applicable, to maintain network quality

Take calls and participate in the Emergency Parent Communications process to support Bright Horizons centers experiencing emergencies. This includes activating a parent emergency line when needed and sending out emergency communications to Bright Horizons families

Qualification

Customer service experienceCritical thinking skillsAnalytical skillsMS Office proficiencyOrganizational skillsCommunication skillsProblem solving skillsTime managementDetail-oriented

Required

High School Diploma or GED

2 years of customer service and resolution experience, preferably in a call center environment

Preferred

Bachelor's Degree

Relies on experience and judgment to set priorities, plan and accomplish goals

Critical thinking skills are required

Majority of work under minimal supervision, with independent judgment, and high level of decision-making

Making appropriate compensation decisions, monitor caregiver performance using established processes to keep caregivers accountable, manage benefit misuse situations

Outstanding customer service skills

Ability to work with difficult customers and de-escalate critical situations

Excellent organizational, written, and verbal communication skills and ability to interact with the highest level of the leadership team

Strong knowledge of call center process and procedures is helpful

Strong analytical and problem solving skills

Ability to multi-task and manage time effectively

Detail-oriented

Intermediate level of knowledge/expertise in MS Office Word and Excel