Customer Care Quality Assurance Analyst

Pumpkin promises uncompromising care to the cats & dogs we love unconditionally. By helping prevent future health risks and ensuring access to gold-standard veterinary medicine and individualized support when it matters most–we aim to enable $1/2B in life-extending and life-saving treatment over the next five years.

How we’re making this happen:

Premium Insurance: Best-in-class coverage to enable the best, most advanced treatments and therapies when it matters most – without compromise

Innovative Wellness Plans: Personalized preventive care products designed with vets to prevent, reduce, and detect health risks earlier to extend quality of life

5-Star Experience: Concierge service & experience powered by pet experts and industry-leading technology to make decisions and providing care stress-free & frictionless

Mission-Driven Culture: We put pets' best interests at the center of everything we do. We dream big and solve big problems. We embrace speed, agility, and fearlessness to jump the highest fences, dig new and bigger holes, and fight for the toys we believe in.

Pumpkin is looking for a passionate and detailed-oriented team member to assist in nurturing a best-in-show customer experience team. In this role, you will perform Quality Assurance for the entire CX Team to ensure quality standards department wide. You will conduct data analysis of QA trends and work closely with the Customer Care Supervisors to deliver timely and accurate QA feedback that improves results and overall performance. Working closely with the Director of Customer Care, you will develop a thorough and data-driven quality assurance program,  ensuring compliance and prioritizing a strong customer experience. If you are passionate about supporting the overall well-being of pets and their people, this is the role for you!

This will be a hybrid position, with a requirement of 2 days a week in the Columbus, OH office.

• Perform Quality Assurance Management through call monitoring, interaction review, review of customer surveys (CSAT), and grading agent interactions based on our current quality standards
• Use available software and tools to gather data and analyze trends or patterns affecting quality; highlights key successes and shares best practices with CX Leadership Team to ensure continued success in quality of service
• Provides structured and timely recommendations through verbal and/or written feedback to CX Leadership Team
• Collaborates with CX leadership to identify and streamline processes and implement process standards that enhance service delivery and the customer experience
• Highlight the need for training and onboarding programs relative to quality observations and takeaways
• Create reports and maintain data integrity through accurate and meticulous recording of all QA data, ensuring reliable information management and effective decision-making
• Participate in calibration sessions to maintain consistency in internal evaluations
• Perform other duties as assigned

• Proven track record of 3+ years in customer service, with a specialized focus on quality assurance for at least 1 year
• Bachelor's degree or equivalent combination of education and relevant industry experience
• Excellent written and verbal communication skills
• Ability to work in a fast-paced startup environment
• Adaptable and willing to take on new challenges
• Proven ability to build and strengthen customer relationships using effective communication, keen listening skills and empathy.
• Proficiency with productivity and task management tools like MS Office and G-Suite.
• Roll-up-your-sleeves mentality and a proactive approach to problem-solving.
• Meticulous attention to detail and strong prioritization abilities to handle multiple tasks effectively.
• An entrepreneurial mindset, a genuine passion for pets, and excitement to work in a start-up environment.

• Former Leadership, Training, or QA Experience
• Experience with QA Software

Benefits and Perks:

Comprehensive contributions to medical, dental and vision for colleagues and dependents.

Generous PTO and Paid Holidays

401k with company match.

The opportunity to join a team where every team member has the autonomy and support they need to boss their role and make empowered decisions.

Pet Friendly Offices, Stocked Kitchens, Team Workouts, Team Outings and much more!

Pumpkin's Core Values:

Pets Come First: Put what’s best for pets at the center of everything we do

Trust the Pack: Help families make empowered pet care decisions

Jump Fences: If there’s a will, there’s always a way over them

Share Toys: Be generous with our gifts and amazing things will happen

Dig New Holes: Challenge conventions to create the future of pet health care

Pumpkin is proud to be an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other characteristic protected by federal, state or local laws.