Customer Service Quality Assurance Manager

Vego Garden is making gardening as accessible and sustainable as possible, while encouraging gardening to be an avenue for personal and community development!

Since its successful launch in 2020, Vego Garden has quickly become the leading brand in raised garden beds and one of the fastest-growing consumer brands in the country. In just five years, our rapid growth has led to the establishment of a 200,000-square-foot headquarters and distribution center, along with a beautiful 5-acre farm.

Today, Vego Garden proudly employs over 100 dedicated team members across the U.S. and internationally. Our high-quality raised garden beds are recognized for their durability, eco-friendly materials, and safety for both children and pets. We are proud to be partnering with Costco, ACE Hardware, Home Depot, Menards, Lowe's, Wayfair, and Amazon.

We owe our success to our loyal customers and passionate team. Through our Vego Garden Kids and Giving Back Program, we have donated more than 3,500 garden beds to schools, underserved communities, and other philanthropic initiatives - helping to grow gardens and give back across the nation by making gardening easier anytime, anywhere! We're proud to be a certified Great Place to Work company!

Vego Garden Inc. is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, ancestry, age, disability, veteran status, or marital status.

Job Purpose:

We are seeking a Customer Service Quality Assurance Manager to join our vibrant team and help us to spread the joy of gardening! In this role you will develop, implement, and oversee quality assurance programs and compliance standards within the Customer Service Department. You will ensure customer interactions, operational processes, and issue resolution activities meet company policies, regulatory requirements, and service excellence standards while driving continuous improvement across customer experience and operations.

If you have relevant experience and are passionate about sustainable living and making a difference, we would love to have you on our team!

Requirements

Quality Assurance & Control

• Develop, implement, and maintain quality assurance and quality control programs for internal customer-facing structures.
• Maintain and develop evaluation criteria and monitoring processes for customer interactions across multiple channels, including but not limited to phone, email, chat, and social.
• Conduct regular audits and evaluations to ensure adherence to quality standards and procedures.
• Monitor service performance and identify trends, gaps, and opportunities for continuous improvement.
• Ensure consistency and accuracy in customer communication, issue resolution, and documentation.

Audit & Compliance Management

• Lead audit and compliance reviews related to customer interactions, claims handling, and operational processes.
• Maintain audit documentation, compliance reports, and corrective action records.
• Investigate compliance concerns and partner with leadership to implement corrective and preventive actions.
• Stay informed of policy and regulatory changes affecting customer service operations.

Data Analysis & Reporting

• Analyze customer service, claims, and operational data to identify trends, recurring issues, and root causes.
• Develop and maintain reports and dashboards related to quality, compliance metrics, claims activity, escalations, and operational performance.
• Track KPIs, including departmental efficiencies, occupancy and SOP compliance.
• Provide actionable insights and recommendations to leadership based on data analysis.

Claims & Operational Issue Tracking

• Oversee tracking and documentation of customer claims, pain point, and operational issues.
• Monitor issue resolution workflows to ensure timely follow-up and closure.
• Identify recurring operational challenges and escalate trends impacting customer experience or product quality.
• Coordinate with internal stakeholders to drive resolution and preventive improvements.

Cross-Functional Collaboration

• Work closely with Product, QC, Supply Chain, Logistics,…