Quality Operations Coordinator Jobs

Corporate Overview
Powering Performance Marketplaces in Digital Media
QuinStreet is a pioneer in powering decentralized online marketplaces that match searchers and “research and compare” consumers with brands. We run these virtual- and private-label marketplaces in one of the nation’s largest media networks.
Our industry leading segmentation and AI-driven matching technologies help consumers find better solutions and brands faster. They allow brands to target and reach in-market customer prospects with pinpoint segment-by-segment accuracy, and to pay only for performance results.
Our campaign-results-driven matching decision engines and optimization algorithms are built from over 20 years and billions of dollars of online media experience.
We believe in:

• The advantages of technology.
• The direct measurability of digital media.
• Performance marketing. (We pioneered it.)

We bring all this together to deliver truly great results for consumers and brands in the world’s biggest channel.
Job Category
Modernize Home Services is seeking a highly motivated and detail-oriented Quality Operations Coordinator to join our team on a part-time basis to support our contact center's mission of delivering exceptional client and homeowner satisfaction. In this role, you will play a crucial part in ensuring compliance continuity across all modes of communication, while also evaluating and documenting customer interactions. We are looking for someone with excellent active listening skills, strong attention to detail, and a sense of urgency to improve our operational efficiency. This position is part-time and will offer 23-29.5 hours weekly.
Responsibilities

• Efficiently manage and prioritize daily tasks based on business needs and goals.
• Utilize your in-depth knowledge of client-specific call and product requirements to prepare comprehensive reports.
• Create, modify, and maintain documentation to track scripting and process changes, ensuring compliance and consistency.
• Monitor and analyze customer calls to identify areas of improvement in terms of homeowner satisfaction, agent performance, and client requirements.
• Provide valuable feedback to management to drive quality and operational improvements within the contact center.
• Conduct audits to generate findings and recommendations, along with timelines for corrective actions, to address any identified deficiencies.
• Process compliance requests and ensure accurate and up-to-date documentation revisions.

Requirements

• High school diploma or equivalent.
• Knowledge of Customer Relationship Management (CRM) systems is beneficial.
• At least 6 months of previous experience in customer service and contact center roles.
• Proficiency in understanding, interpreting, and manipulating data for reporting purposes.
• Experience with Five9 is highly preferred.
• Familiarity with Jira and Confluence is a plus.

The expected hourly range for this position is $17/hr to $25/hr. This hourly range is an estimate, and the actual hourly rate may vary based on the Company’s compensation practices. The hourly rate may be adjusted based on applicant's geographic location. This position is eligible to participate in the Company’s standard employee benefits programs, which currently include health care benefits.
QuinStreet is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, national origin, pregnancy status, sex, age, marital status, disability, sexual orientation, gender identity or any other characteristics protected by law.
Please see QuinStreet’s Employee Privacy Notice here.