Call Center QA & Field Support Specialist

Call Center QA & Field Support Specialist

Job Category
:
National Contact Center

Requisition Number
: NCCQU
006153

• Posted:
  January 29, 2026
• Full-Time
• On-site
• Rate: $20.60 USD per hour

Showing 1 location

Deliver White-Glove Experiences. Protect a Premium Brand. Make a Real Impact.

At Hair Club
, we don’t just serve clients—we transform lives through confidence, care, and exceptional experiences. We’re looking for a Quality-driven, highly collaborative NCC Quality Assurance & Field Support Specialist to help elevate our Direct-to-Consumer White Glove National Contact Center and strengthen the connection between our Contact Center, Field Centers, and Corporate partners.

This is a dynamic dual-role opportunity
—half focused on Quality Assurance and performance excellence, half on Field Support and operational alignment. If you thrive at the intersection of quality, data, service, and collaboration, this role was made for you.

Evaluate inbound/outbound calls, chats, and digital interactions to ensure premium service, compliance, and brand consistency

Deliver actionable feedback and insights that elevate agent performance and client experience

Analyze QA data and performance trends to identify gaps, risks, and opportunities

Partner with NCC leaders on escalations, investigations, calibrations, and coaching initiatives

Maintain and enhance QA documentation, scripts, and performance improvement tools

Act as a key liaison between the National Contact Center, Field Centers, Marketing, and Corporate teams

Ensure accurate CRM data, seamless client handoffs, and real-time center updates

Manage escalations, recovery cases, and complaint workflows from start to finish

Support NCC scheduling administration, promotions, Open Houses, and special events

Coordinate marketing source codes, toll-free numbers, and customer service email inquiries

Track trends, troubleshoot issues, and support day-to-day NCC operations

Consistently meeting or exceeding QA and compliance benchmarks

Maintaining CRM accuracy and operational integrity

Resolving escalations efficiently and professionally

Building strong cross-functional partnerships

Driving continuous improvement through data-backed insights

• 2–3 years of experience in a high-volume call/contact center or customer service environment
• Quality Assurance, Field Support, CRM, or white-glove service experience strongly preferred
• Experience in DTC, healthcare, wellness, or regulated industries is a plus
• Strong analytical skills with a passion for quality and consistency
• Excellent written and verbal communication skills
• Highly organized, detail-oriented, and adaptable in a fast-paced environment
• A collaborative, solution-oriented mindset aligned with premium brand standards

Make a meaningful impact on client experience and brand excellence

Collaborate with passionate, high-performing teams

Be a trusted voice influencing quality, operations, and growth

Work in a role that blends analysis, people partnership, and operational leadership

Join Hair Club and help set the standard for white-glove service across every client touchpoint. Apply today and be part of something transformational.

This employer is an Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.