Call Center Auditor and Quality Specialist Lead

As innovators of premium baby gear with a 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.

Nuna's

consistency and attention to detail in producing high-quality products for families are mirrored within the Vancouver work environment as evidenced by the inviting entryway of herringbone floors, moss sign, and brilliant lighting. Gym facilities and a breakroom featuring a full kitchen and fireplace serve to enhance the workday.

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.

Currently we are 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.

ESSENTIAL DUTIES & RESPONSIBILITIES

Audit & Quality Assurance

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.

Collaboration & Compliance

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.

Coaching & Feedback

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.

EXPERIENCE & KNOWLEDGE

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.

SKILLS & COMPENTENCIES

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 development and performance improvement.

Collaboration :

Proven ability to work closely with management, training teams, and other specialists to enhance service quality and operational consistency.

Regulatory and Policy Acumen

: Deep understanding of internal company policies, procedures, and industry regulatory standards relevant to customer service.

Reporting and Data Tracking

: Competence in manually and digitally tracking audit outcomes, trends, and performance metrics, and preparing insightful reports for leadership.

Process Orientation

: Commitment to maintaining up-to-date certifications (e.g., Certified Car Seat Technician credentialing) and adherence to best practices in quality review.

Pipeline Management

: Ability to monitor service pipelines and ensure adherence to service level agreements (SLAs) and deadlines.

Problem-Solving

: Resourceful in addressing recurring issues and developing solutions in collaboration with relevant stakeholders.

EDUCATION & CERTIFICATIONS

Degree

Bachelor’s degree preferred; substantial relevant experience may substitute for formal education

Professional Certifications a Plus but not Required

Certified Quality Auditor (CQA).

Six Sigma Certification (e.g., Green Belt or higher).

Call Center Quality Assurance Certification.

Certified Call Center Manager (e.g., ICCM, CIAC.).

Child Passenger Safety Technician (CPST) | Will Train

TECHNOLOGY

Software & Systems Proficiency

Advanced proficiency in CRM systems (e.g., Salesforce, Zendesk, Oracle Service Cloud) for tracking escalated cases and documenting resolutions; experience with Zendesk preferred.

Experience with ERP systems supporting customer service and operational workflows; SAP experience highly desirable.

Advanced proficiency in Microsoft Office Suite, Microsoft Teams, Zoom, and other internal communication platforms.

Experience using project management tools (e.g., Asana, Trello, Jira, Wrike) for tracking QA initiatives.

Data & Analytics

Proficiency in Excel (pivot tables, formulas, charts).

Experience with BI tools (e.g., Tableau, Power BI) for visualizing performance metrics.

Understanding data integrity and validation practices.

Quality Assurance & Reporting

Familiarity with quality assurance dashboards and reporting tools.

Ability to audit customer interactions across multiple channels (voice, email, chat, social media).

Ability to maintain detailed audit logs and documentation in secure systems.

Regulatory & Security Knowledge

Knowledge of data privacy regulations (e.g., GDPR, CCPA, ADA).

General Technical Skills

Comfortable navigating multiple systems and toggling between applications.

Ability to troubleshoot basic technical issues.

Other

Employees in Non-Exempt positions must accurately complete, obtain approval from their manager, and timely submit a timecard in the form provided by the Company, as it coincides with the Company’s bi-weekly payroll schedule.

Ability to work extended hours as business needs warrant; may on occasion include nights and weekends.

Travel up to 10%.

Bilingual (English / Spanish) a plus.

Applicants must be currently authorized to work in the United States on a full-time basis.