Customer Experience QA Lead

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      "role": "<meta><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"color:black;background-color:white;font-size:11pt;white-space:pre-wrap;\">Join Our Team as a Customer Experience Quality Assurance Lead!</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"background-color:white;font-size:11pt;white-space:pre-wrap;\">&nbsp;</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"color:black;background-color:white;font-size:11pt;white-space:pre-wrap;\">Are you an experienced Customer Service associate with a knack for elevating customer service through meticulous quality standards? We seek a CX </span><span style=\"font-size:11pt;white-space:pre-wrap;\">QA Lead</span><span style=\"color:black;background-color:white;font-size:11pt;white-space:pre-wrap;\"> to join our dynamic Customer Experience Team. In this key role, you will execute a five-star quality assurance program that meets and exceeds our customers' service expectations.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"background-color:white;font-size:11pt;white-space:pre-wrap;\">&nbsp;</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"color:black;background-color:white;font-size:11pt;white-space:pre-wrap;\">WHAT YOU’LL DO:</strong></b></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"font-size:7pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><b><strong style=\"color:rgb(46,47,48);font-size:11pt;white-space:pre-wrap;\">Design &amp; Implement Quality Programs:</strong></b><span style=\"color:rgb(46,47,48);font-size:11pt;white-space:pre-wrap;\">  Develop and manage a structured quality monitoring program that assesses agent performance across all customer interaction channels (phone, chat, email, SMS).</span></li><li style=\"font-size:7pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><b><strong style=\"color:rgb(46,47,48);font-size:11pt;white-space:pre-wrap;\">Analyze &amp; Improve:</strong></b><span style=\"color:rgb(46,47,48);font-size:11pt;white-space:pre-wrap;\">  Analyze call trends, customer feedback, and quality scores to drive continuous improvement in service delivery. Utilize tools like Nice inContact to track trends, identify training needs, and implement improvements.</span></li><li style=\"font-size:7pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><b><strong style=\"color:rgb(46,47,48);font-size:11pt;white-space:pre-wrap;\">Conduct Process Reviews:</strong></b><span style=\"color:rgb(46,47,48);font-size:11pt;white-space:pre-wrap;\">  Perform regular process audits to identify performance or compliance gaps, ensuring that our operational, security, and safety protocols are consistently met.</span></li><li style=\"font-size:7pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><b><strong style=\"color:rgb(46,47,48);font-size:11pt;white-space:pre-wrap;\">Collaborate with Leadership:</strong></b><span style=\"color:rgb(46,47,48);font-size:11pt;white-space:pre-wrap;\">  Work closely with senior leadership to align quality assurance programs with business goals and regulatory requirements. Develop and present comprehensive quality scorecards, agent performance reports, and actionable insights.</span></li><li style=\"font-size:7pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><b><strong style=\"font-size:11pt;white-space:pre-wrap;\">Communication:</strong></b><span style=\"white-space:pre-wrap;\"> </span><span style=\"font-size:11pt;white-space:pre-wrap;\"> Provide actionable feedback on quality forms and deliver it in a positive, supportive manner that fosters employee growth and performance, while demonstrating a passion for creating exceptional customer experiences.</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"background-color:white;font-size:11pt;white-space:pre-wrap;\">&nbsp;</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"color:black;background-color:white;font-size:11pt;white-space:pre-wrap;\">WHAT WE’RE LOOKING FOR:</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"white-space:pre-wrap;\">Experience</strong></b></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"white-space:pre-wrap;\"> </span><span style=\"font-size:11pt;white-space:pre-wrap;\">A minimum of&nbsp;2</span><span style=\"white-space:pre-wrap;\">+ years in CX Service role providing quality service to our customers</span></li><li style=\"color:rgb(46,47,48);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><b><strong style=\"color:rgb(46,47,48);font-size:11pt;white-space:pre-wrap;\">Technical Proficiency:</strong></b><span style=\"font-size:11pt;white-space:pre-wrap;\">  Hands-on experience with quality management tools such as&nbsp;</span><b><strong style=\"white-space:pre-wrap;\">Nice inContact</strong></b><span style=\"font-size:11pt;white-space:pre-wrap;\">&nbsp;or ZENDESK or similar platforms is preferred</span></li><li style=\"color:rgb(46,47,48);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><b><strong style=\"color:rgb(46,47,48);font-size:11pt;white-space:pre-wrap;\">Analytical Mindset:</strong></b><span style=\"font-size:11pt;white-space:pre-wrap;\">  The ability to interpret QA data, identify trends, and provide data-driven recommendations for continuous improvement.</span></li><li style=\"color:rgb(46,47,48);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><b><strong style=\"color:rgb(46,47,48);font-size:11pt;white-space:pre-wrap;\">Multi-Site Coordination:</strong></b><span style=\"font-size:11pt;white-space:pre-wrap;\">  Prior experience managing quality processes across multi-site contact centers is preferred</span><span style=\"color:rgb(46,47,48);font-size:11pt;white-space:pre-wrap;\">.</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"background-color:white;font-size:11pt;white-space:pre-wrap;\">&nbsp;</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"color:black;background-color:white;font-size:11pt;white-space:pre-wrap;\">WHAT’S IN IT FOR YOU:</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"font-size:11pt;white-space:pre-wrap;\">Join Our Team &amp; Make an Impact! </strong></b><span style=\"font-size:11pt;white-space:pre-wrap;\">At Orion180, we don’t just meet expectations, we exceed them. If you’re ready to take your career to the next level and be part of a growing, forward-thinking company, apply today!</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"font-size:11pt;white-space:pre-wrap;\">&nbsp;</strong></b></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:black;background-color:white;font-size:11pt;white-space:pre-wrap;\">Dynamic Environment: </span><span style=\"font-size:11pt;white-space:pre-wrap;\">On-site role with a fast-paced and collaborative team culture</span><span style=\"color:black;background-color:white;font-size:11pt;white-space:pre-wrap;\">. Results-driven office where your contributions make a real impact.</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:black;background-color:white;font-size:11pt;white-space:pre-wrap;\">Compensation: Competitive base pay and performance bonuses.</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:black;background-color:white;font-size:11pt;white-space:pre-wrap;\">Career Growth: M</span><span style=\"font-size:11pt;white-space:pre-wrap;\">entorship, growth tracks, and </span><span style=\"color:black;background-color:white;font-size:11pt;white-space:pre-wrap;\">professional development.</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:black;background-color:white;font-size:11pt;white-space:pre-wrap;\">Benefits: Medical, dental, vision, 401k, paid holidays, PTO and more!</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"background-color:white;font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"color:black;font-size:11pt;white-space:pre-wrap;\">The office environment is fast-paced and collaborative.</span><span style=\"font-size:11pt;white-space:pre-wrap;\">&nbsp; </span><span style=\"color:black;font-size:11pt;white-space:pre-wrap;\">An employee must be willing and able to work their regularly assigned work schedule onsite, and in times of need, be able to work an extended schedule depending on company or departmental needs, project requirements, or customer demands.&nbsp;</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"background-color:white;font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"color:black;background-color:white;font-size:11pt;white-space:pre-wrap;\">While performing general duties for this position, the employee is regularly required to sit, stand, and/or walk around (including the use of stairs). Other demands include the ability to openly communicate with others by talking, listening, comprehending, and reading; being able to lift light objects (&lt;25 lbs); and using standard office equipment such as computers, printers, and phones.  In addition, there is an occasional need to bend, twist, or squat down to open/close cabinets and reach for files or other standard office-type objects.&nbsp;</span><span style=\"background-color:white;font-size:11pt;white-space:pre-wrap;\">&nbsp;</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"color:black;background-color:white;font-size:11pt;white-space:pre-wrap;\">Orion180 is an 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, or protected veteran status.&nbsp;</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"color:black;background-color:white;font-size:11pt;white-space:pre-wrap;\">Reasonable accommodations are available for qualified individuals with disabilities during the application process.  Applicants who need accommodations may email </span><a href=\"mailto:[email protected]\" target=\"_blank\" class=\"css-173makr-linkStyle\" style=\"color:rgb(30,74,169);cursor:pointer;\"><span style=\"background-color:white;font-size:11pt;white-space:pre-wrap;\">[email protected]</span></a><span style=\"color:black;background-color:white;font-size:11pt;white-space:pre-wrap;\"> to request assistance. </span></p>",
      "company": "<meta><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">At Orion180, we don’t just stand out for what we do; we shine because of how we do it. Our mission is to deliver an exceptional insurance experience through innovative technology, unparalleled customer service, and a comprehensive suite of products. Our vision is to be the premier global provider of insurance solutions and redefine the insurance industry. </span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">O</span><span style=\"white-space:pre-wrap;\">rion180 is proud to call three vibrant cities home. Our headquarters on Florida’s stunning Space Coast in Melbourne offers an exceptional quality of life, with affordable housing, excellent transportation, and close proximity to major cities like Orlando, Tampa, and Miami. Our Irving, Texas, office places us in a dynamic center of culture, business, and entertainment, keeping us closely connected to innovation and growth. Our Draper, Utah, location, nestled in the heart of the Salt Lake Valley, connects us to a rapidly growing tech ecosystem and provides access to the outdoor lifestyle and natural beauty the region is known for.</span></p>"
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}