Call Quality Specialist – Remote Eligible

Company Description

At Spear, our mission is to help dentists and their teams pursue and achieve Great Dentistry. Spear drives dental practice growth by advancing our clients clinical skills, improving their practice management capabilities and enhancing the patient experience by leveraging both our deep dental expertise and our technology forward solutions. We offer holistic solutions that include a full learning management system, a practice consulting service supported by a robust analytics platform and industry experts, and patient engagement tools that complement the normal workflows within a dental practice. In addition, we deliver live, collaborative education led by the brightest clinical and business minds in dentistry through virtual seminars and events, as well as through hands on learning opportunities at our state-of-the-art campus in scenic North Scottsdale.

Job Description

The QA Specialist is responsible for evaluating the performance of the Spear Practice Solutions team and reporting those results to leadership. This person will help the Spear Practice Solutions team improve their daily client interactions through communications review and assessment, weekly reporting and compliance with our standard operating procedures. The goal is to deliver customers their desired outcomes, ensure consistency in their journey, and delight them with exceptional service and quality!

What You Do Every Day

• Complete call reviews in each phase of the client journey
• Compile quality summary reports to capture findings on the QA reviews and share insights and trends with leadership
• Complete documentation audits to ensure proper customer engagement is aligned to the SOP’s
• Conduct review sessions with leadership that bring forth suggestions to address Service Quality deficiencies and improvement opportunities.
• Create, use and maintain QA templates for effective omnichannel evaluations in collaboration with Leadership
• Assist Leadership and HR in the development of quality processes.
• Recommend appropriate trainings to leadership and HR.

Qualifications

• 3+ Years QA experience in a consulting, customer success, or SaaS environment required
• Bachelor s Degree preferred
• QA Management system experience preferred

Additional Information

What Spear Offers

• Beautiful Facility
• Company Sponsored Events (Think costume contests, holiday parties and 5k s!)
• The Most Amazing Coworkers Around
• Spear Cares
• Final 30 (A great way to wrap up a productive week!)
• Great work/life balance
• Regular Town Halls and CEO Lunches
• Career Development Pathways
• Flexible Time Off plus Spear Holidays
• And much more!

Spear Education deeply values diversity and what it brings to our communities and our organization.

Everyone is welcomed here, regardless of how you look, your physical abilities, where you come from, when you were born, what you believe in, how you identify, who you love, how you think, and whether or not you have served.

We seek to create a culture where each person feels heard, supported and engaged in a positive, empathetic way.

We are allies in, and advocates for, our shared humanity.

All your information will be kept confidential according to EEO guidelines.