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 compromiseInnovative Wellness Plans:Personalized preventive care products designed with vets to prevent, reduce, and detect health risks earlier to extend quality of life5-Star Experience:Concierge service & experience powered by pet experts and industry-leading technology to make decisions and providing care stress-free & frictionlessMission-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.

What You'll Do:

• 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

What We’re Looking For:

• 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.

Bonus Points:

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