Quality Assurance Auditor

Job Description

Who we are: Rover.com connects pet parents with the world’s largest network of pet sitters and dog walkers. On Rover, pet parents can easily discover, book, and manage personalized care for their dogs including pet sitting, dog walking, and doggy day care. Founded in 2011 on the belief that everyone should have the opportunity to experience the unconditional love of a dog, Rover improves and simplifies life for pet parents and the dogs they love. Our global headquarters are in Seattle, Washington in the United States, working closely with our teams in Spokane, Berlin, London, and Barcelona. We have a track record of being recognized as a great place to work, having been named among Seattle's 'Best Places to Work' in Seattle Business Magazine and the Puget Sound Business Journal for three years running. We're an agile, fast-growing company, and our leadership comes from some of the world's most respected tech companies. Our pioneering approach to people and pups alike landed us on the list of GeekWire’s Next Tech Titan in 2019 and the World's Most Innovative Companies in 2018 by Fast Company. Needless to say (but we're going to say it anyway)—we love dogs, and we wouldn't dream of going to work without them by our sides. Who we are looking for: We’re looking for a Quality Assurance Auditor to join the Rover Operations Skill and Knowledge Program Management team. You’ll primarily be responsible for auditing customer-facing agent interactions on phone, email, and chat/SMS for adherence to Rover Operations’ quality standards. You’ll succeed in this role if you have a passion for world-class customer service, strong attention to detail, and a desire to help agents learn and improve their performance.

Your Responsibilities:

• Evaluate assigned samples of agents’ customer-facing work on a daily basis against Rover’s quality assurance policies, processes, and standards
• Meet quality audit completion productivity standards in terms of the number of audits required per week
• Meet calibration standard for compliance with Rover Operations’ quality assurance standards and behaviors within audit forms
• Understand the quality metrics you are responsible for auditing, and articulate how they contribute to team, department, and business objectives.
• Work your audit queue through to completion as assigned by your manager.
• Contribute to improving QA’s executional playbook and adapt to evolving business priorities.
• Provide actionable written feedback for agents with recommendations for improvement, and clearly articulate agents’ strengths and opportunities within the context of quality audits.
• Consistently identify agent performance trends in customer interactions across multiple data sets.

Your Qualifications:

• Experience with using basic spreadsheet functions and using data
• Demonstrates, or quickly gains, functional knowledge in all Rover Operations customer support functions and teams
• Demonstrates a foundational knowledge and skill in coaching best practices.
• Exceptional interpersonal skills in stakeholder relationship building and communications. at all levels of the organization
• Strong collaboration skills and the ability to work effectively with cross functional teams and subject matter experts
• Experience with Zendesk, Talkdesk, or similar customer management tools
• Experience with Google Suite, including Sheets and Forms
• Bachelor's degree or equivalent experience

Bonus Skills:

• Ability to quickly learn technology and technical concepts
• Experience with customer support quality assurance
• Strong teamwork skills
• A love of dogs and technology
• Previously used Rover.com as an owner or sitter
• Experience in startups or high growth companies
• Experience communicating and working with teammates in multiple locations

Benefits of Working at Rover:

• Competitive compensation
• 401k
• Stock options
• Flexible PTO
• Competitive benefits package, including medical, dental, and vision insurance
• Commuter benefits
• Bring your dog to work (and unlimited puppy time)
• Doggy benefits, including $1000 toward adopting your first dog
• Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches semi-monthly
• Regular team activities, including happy hours, snow tubing, game nights, and more
• Due to COVID-19, Rover Employees are not required to be in office until January 2022 at the earliest. All new hires will be expected to work from Seattle/ Spokane/ Barcelona once Rover Employees return to office.

Rover is an equal opportunity employer committed to promoting a diverse, inclusive and inventive environment with the best employees. We’re driven by seeing our people succeed and grow, and we work to ensure everyone contributes to their fullest potential. We consider all qualified applicants without regard to age, race, color, ancestry, national origin, religion, disability, protected veteran status, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable laws, regulations and ordinances. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Apply for this job