HairClub · 2 weeks ago
NCC Quality Assurance & Field Support Specialist
Boca Raton, Florida, United States
Full-time
Onsite
Entry, Mid Level
$20.60/hr - $20.60/hr
2+ years expHairClub is a company dedicated to transforming lives through confidence and exceptional experiences. They are seeking a Quality Assurance & Field Support Specialist to enhance their National Contact Center's performance and ensure operational excellence through quality assurance and effective field support.
Consumer GoodsFitnessHealth Care
Responsibilities
Evaluate inbound/outbound calls, chats, and digital interactions to ensure premium service, compliance, and brand consistency
Deliver actionable feedback and insights that elevate agent performance and client experience
Analyze QA data and performance trends to identify gaps, risks, and opportunities
Partner with NCC leaders on escalations, investigations, calibrations, and coaching initiatives
Maintain and enhance QA documentation, scripts, and performance improvement tools
Act as a key liaison between the National Contact Center, Field Centers, Marketing, and Corporate teams
Ensure accurate CRM data, seamless client handoffs, and real-time center updates
Manage escalations, recovery cases, and complaint workflows from start to finish
Support NCC scheduling administration, promotions, Open Houses, and special events
Coordinate marketing source codes, toll-free numbers, and customer service email inquiries
Track trends, troubleshoot issues, and support day-to-day NCC operations
Qualification
Required
2–3 years of experience in a high-volume call/contact center or customer service environment
Strong analytical skills with a passion for quality and consistency
Excellent written and verbal communication skills
Highly organized, detail-oriented, and adaptable in a fast-paced environment
A collaborative, solution-oriented mindset aligned with premium brand standards
Preferred
Quality Assurance, Field Support, CRM, or white-glove service experience strongly preferred
Experience in DTC, healthcare, wellness, or regulated industries is a plus
Company
HairClub
HairClub is a pioneer in providing personalized hair restoration solutions for all stages of hair loss across North America.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Ahmad Wardak
President and CEO
Recent News
Company data provided by crunchbase