Call Center Auditor and Quality Specialist Lead

Call Center Auditor and Quality Specialist Lead

As innovators of premium baby gear with timeless style,
Nuna is a Global Brand, growing exponentially in the U.S. Market.

Our corporate office is in scenic Berks County, PA, while our Distribution Center and West Coast offices are in Vancouver, WA, and Solana Beach, CA.

Our health and welfare benefits, like our baby gear products, are superior, boasting a $0 Copay / $0 Deductible Medical & Prescription Plan Design and a 401(k) with a 6% Employer Match.

We are currently seeking an Auditor & Quality Specialist Lead to join our Consumer Concierge Services department.

The Auditor and Quality Specialist Lead will work closely with management, QA, and the Escalations Specialist, as well as collaborate directly with other Specialized Workforce Action Triage (“SWAT”) team members to ensure the highest standards of quality and compliance across all customer service operations.

• Conduct regular audits of calls, chats, and case handling.
• Monitor the Call Center pipeline to ensure adherence to service level agreements.
• Develop and maintain QA scorecards and standards.
• Comfortable working with structured QA scorecards and checklists.
• Skilled in spotting patterns across multiple interactions without relying on automation.
• Ability to analyze conversations for both technical accuracy and customer experience.
• Capable of identifying root causes of service issues through manual review.
• Strong focus on identifying inconsistencies, errors, and compliance gaps.
• Uses tools available and manually tracks audit results, trends, and performance metrics where tools are not present.
• Prepares reports for leadership with actionable insights.
• Works very closely with management to share opportunities.
• Works closely with the Escalations & Legal Liaison.
• Deep understanding of internal policies, procedures, and regulatory requirements.
• Ensure that all Certified Car Seat Technicians are up to date on courses and certifications.

• Provide constructive feedback to agents and identify coaching opportunities by monitoring and reviewing calls for positives and areas of improvement.
• Provides clear, constructive feedback to agents and supervisors.
• Uses examples from real interactions to support coaching and development.
• Collaborates with training teams to address recurring issues.
• Collaborate with training and operations to improve service quality.

This position description is intended to provide a summary of the major duties, tasks, and responsibilities of this position and shall not be considered an exhaustive listing of all work requirements.

• Five (5) to eight (8) years’ hands‑on experience in quality assurance or auditing, particularly within a call center environment.
• Background in monitoring and reviewing customer interactions, including calls, chats, and case handling.
• Experience providing constructive feedback and coaching to team members.
• Familiarity with developing and maintaining structured QA scorecards and standards.
• Ability to identify patterns, root causes, and compliance gaps through manual review of interactions.
• Proven track record of collaborating with management and training teams to improve service quality.
• Understanding of internal policies, procedures, and regulatory requirements relevant to the customer service industry.
• Experience tracking audit results, trends, and performance metrics, and preparing insightful reports for leadership.

• Analytical Thinking
  :
  Ability to identify patterns, inconsistencies, and root causes across a wide range of customer interactions without reliance on automation.
• Attention to Detail
  :
  Skilled at detecting errors, compliance gaps, and subtle trends within calls, chats, and case documentation.
• Quality Assurance Expertise
  :
  Proficient in developing, maintaining, and applying structured QA scorecards and standards.
• Effective Communication
  :
  Capable of providing clear, actionable, and constructive feedback to agents and supervisors.
• Coaching and Mentoring
  :
  Experienced in identifying coaching opportunities and using real‑world examples to support agent…