Unleashed Brands · 3 days ago
Quality Assurance Specialist
United States
Full-time
Remote
Entry Level
1+ years expUnleashed Brands is dedicated to creating fun, engaging, and inspiring experiences for families. They are seeking a Quality Assurance Specialist to evaluate and ensure the quality of customer interactions within their guest loyalty call center.
B2BChild CareE-LearningEducationFitness
No H1B
Responsibilities
Track and report on key QA metrics, observe agents’ ability to navigate systems and use tools, and assess performance based on adherence to scripts, accuracy, tone, professionalism, empathy, compliance, and overall service quality
Maintain QA reports and documentation, record feedback during call monitoring, and compile quality reports to share with management. Stay up to date on all policies and procedures
Keep current on QA best practices, identify recurring issues, collaborate with agent leadership to enhance performance, assist in developing call handling procedures, and provide recommendations for training and script updates
Qualification
Required
1+ years of experience in Quality Assurance, preferably in call center or hospitality environments
Experience with Five9 is a must
Knowledge of software development life cycles and QA methodologies
Familiarity with bug tracking and test management tools
Excellent attention to detail and strong organizational skills
Strong communication and collaboration abilities, capable of working effectively with both technical and non-technical teams
Computer proficiency, particularly in Microsoft Excel, Outlook, Word, Power BI, and SharePoint
Must be a resident of the United States
Preferred
Familiarity with manual testing and automated testing tools is a plus
Passion for delivering excellent customer experiences and ensuring product reliability
Benefits
Competitive Compensation: Enjoy a competitive hourly rate with opportunities for bonuses based on performance.
Benefits Package: We offer a comprehensive benefits package to support you and your family.
Company
Unleashed Brands
Unleashed Brands IS the most innovative and profitable brands that help kids learn, play and grow.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Michael O. Browning
Founder and CEO
Jon Shell
Chief Financial Officer
Recent News
2025-11-21
2025-10-30
Company data provided by crunchbase