Quality Assurance Specialist

The Quality Assurance Specialist plays an essential role in strengthening the Guest Experience by evaluating service quality, identifying opportunities for improvement, supporting Team Member development, and ensuring Guest Experience Center (GXC) processes and service standards are consistently executed.

This role serves as a key partner to GXC leadership by conducting quality and operational audits, reviewing Guest interactions and escalated cases, identifying root causes and trends, and translating findings into actionable coaching, training, and process improvements.

In addition to quality assurance responsibilities, the Quality Assurance Specialist supports the development of our Team Members through new-hire training, ongoing coaching, skill reinforcement, and targeted learning initiatives. The Specialist must balance strong attention to detail and sound judgment with a genuine commitment to helping our Team Members deliver an Amazing Guest Experience.

Success in this role requires curiosity, critical thinking, strong communication, and the ability to look beyond an individual interaction to identify opportunities that improve the overall Guest Experience and strengthen operational performance.

• Conduct recurring quality audits of Guest interactions, service cases, and operational workflows to evaluate adherence to established standards, procedures, and service expectations.
• Perform delivery, service, and Guest Experience audits as required by business priorities.
• Evaluate interactions objectively using established quality standards and scoring criteria.
• Maintain accurate documentation of audit findings, trends, and areas of opportunity.
• Identify recurring process gaps, performance trends, and operational opportunities that may impact the Guest Experience.
• Partner with GXC leadership to communicate findings and recommend appropriate follow-up actions.
• Support continuous improvement efforts by identifying opportunities to strengthen workflows, processes, communication, and service execution.

• Review Guest complaints, detractor feedback, escalated cases, and service recovery opportunities to understand the complete Guest journey.
• Investigate Guest concerns through detailed review of order history, service records, case documentation, and previous interactions.
• Identify root causes, areas of ownership, process breakdowns, and opportunities for resolution.
• Prepare clear, concise, and professional case summaries outlining findings and recommended next steps.
• Contact Guests when appropriate to gather additional information, clarify concerns, or support service recovery efforts.
• Partner with operational leaders and cross-functional teams to help drive timely and appropriate resolution of Guest concerns.
• Identify recurring themes within Guest feedback and escalate broader trends that may require operational or process changes.

• Translate quality findings into actionable coaching opportunities that support Team Member development and improved Guest outcomes.
• Provide professional, constructive, and objective feedback based on documented observations and established expectations.
• Partner with GXC leaders to support individual and team performance improvement efforts.
• Assist with interaction evaluations, quality scoring, calibration sessions, and other quality assurance initiatives.
• Identify recurring performance opportunities and recommend coaching strategies, reinforcement activities, or training solutions.
• Help recognize examples of exceptional service and behaviors that should be reinforced across the GXC.
• Support a culture of accountability, learning, and continuous development.