Customer Care QA Specialist

As our first ever Customer Care QA (Quality Assurance) Specialist, you will work side by side with senior Customer Experience leadership to ensure that the quality of our Customer Care is sky-high! 

This is a trailblazing role at Sundays, the 1st of its kind, and the potential for innovation, growth and impact to the company is limitless. Our Customer Care team (in-house plus offshore) is rapidly growing and connecting with our treasured customers on more and more channels. Especially as our brand reputation and customer retention strategy is dependent on winning customer support, establishing a world-class QA program is a top priority.

Your (Sun)days with us

As Customer Care QA (Quality Assurance) Specialist, you will lead both the creation of our whole Care QA framework; and then be the one executing on the vision: grading convos in your newly created scorecard/rubric; helping Managers to coach Associates and drive quality and CX improvements; delivering KPI reports and analyses; and always working to update and optimize your function! While there is a lot of conversation-grading in this role, and you’ll need to *love* that work to thrive, we’re also counting on this person to be a true strategist and leader. More than simply reviewing convos and generating scores, you’ll need to facilitate truly actionable, empowering feedback and career development for our amazing Care Associates; form close partnerships with Care Managers and fellow Specialists and Leads; and ultimately drive profound improvements to our workflows and to our department overall. 

You will report to a Customer Care Manager, with no direct reports to start. You will be a non-exempt employee, eligible for overtime.

• Initial focus, huge push to build out our QA function, working closely with Customer Care Manager + Team Leads group; our veteran Training/Content/Empowerment Specialist; leadership on our BPO partner team; and our VP Customer Experience + Retention
• Creating the perfect QA scorecard/rubric to suit our company, and our customers, at this moment in time
• Finalizing our decisions around potential software partners
• Establishing the perfect rhythms for the function (frequency of grading; randomized vs. strategic selection of convos; channel variety; how the feedback is delivered to Associates; etc.)
• Leveraging AI and automated evaluation, QA of convos only to the point that perfectly suits our needs (hint: this be a hands-on role, and we do not have a desire to fully automate our QA!)
• Help to establish the right QA targets for the team, in 2024 and beyond
• Perform Sundays Care QA reviews at a high volume and with the highest accuracy and productivity
• Use your new QA Rubric to grade conversations between our Care Associates and customers, being extremely thoughtful, consistent and methodical about the scores chosen
• Include detailed notes and coaching feedback with each evaluation
• As general guidance, and once the QA framework is built, you will be completing grades for the majority of your work hours outside of breaks, meetings and occasional other projects (so, 6-7 hours most workdays)
• You will still save a handful of hours per week for more strategic work, like preparing reports and analyses of team QA performance; collaborating with our BPO QA + Management team; driving improvements to Customer Care workflows and content; cross-functional broader Customer Experience convos; etc.
• Collaborate closely with fellow Customer Care Specialists and varied leadership, to drive Quality up across department
• Identify and escalate important trends and themes from department’s Care efforts across all channels
• Report on QA results, and aforementioned trends, in effective communications (slack; email; in-person) with Care leadership
• Recommend most critical topics to emphasize further in initial onboarding curriculum, as well as ongoing team re-training efforts
• Join Customer Care “overage team”, capable of providing world-class customer care as needed
• Stepping in to provide actual in-channel support to our customers, at the highest level of quality, on an as-needed and strategic basis (after initial ramp-up, if an external hire, at minimum 4 hours per month to stay sharp and perform QA duties effectively, in addition to occasional “all hands on deck” situations)

• Proven CX track record at Sundays or elsewhere; past experience serving in a QA function and proof points of your success in that role; preferably, also prior experience excelling in a Care/CX Associate role, serving customers directly
• Strong focus, and ability to approach the same task repeatedly with fervor and a fresh perspective every time
• Open to feedback with an eagerness to learn and grow
• Superior detail-orientation, organizational and project management skills: ability to manage large sets of content and information and ability to lead initiatives from start to finish, both within CX and cross-functionally
• Loves customers … and customer-facing teams! Track record and true love for working both with front-lines customer care / CX teams, and also with customers directly! 
• Highly strategic thinker, who loves flexing analytical and leadership muscles to maximize value of contributions
• A relentlessly solutions-minded, high-standards, high-accountability, resilient leader with an optimistic, “can do” attitude, a proactive mindset, and an infectious passion and enthusiasm for their field 
• Thrives in environment of high innovation, rapid changes and experimentation, seeing these as attributes of an ideal work environment, and always ready to effectively adjust plans as needed
• Loves working with data, to drive powerful insights; to establish the right KPIs and targets; to measure success against these KPIs; and to empower and inspire not just yourself but the whole department

• Medical, Vision & Dental Insurance
• Mental Health Support + Free Therapy
• Personalized work from home set-up
• Proud remote-only workplace
• Annual $500 wfh stipend
• Strong PTO and sick day bank, plus time-and-a-half OT and holiday pay across a long list of holidays
• 401k plan
• Subscription to Sundays For Dogs

• Compensation:
• $24-$26 per hour
• Full-time role, 40 hours a week
• Remote
• Eastern Standard Timezone working hours

At Sundays, it's our make life easier on the modern dog parent so that they can spend more quality time with their dog.

Started by a veterinarian and a software engineer, Sundays is reinventing food for the modern dog family. Dogs used to sleep in the backyard and eat kibble; today, 2/3 of dogs in the US sleep in their parents' beds, yet 95% still eat heavily-processed kibble or canned food. Dogs have transformed from pets to family members, but dog food hasn't caught up. Sundays is answering the question: what do you feed the dog who sleeps in your bed?

Our DNA is in veterinary medicine and software design, so we're serious about science, technology, and analytics. Ultimately, we make dog food — so we make sure to take the "food" part very seriously, and the "dog" part with the right amount of fun.