QUALITY ASSURANCE SPECIALIST

Guest Experience Center (GXC)

Location: Edison, NJ

Role Summary

The Quality Assurance Specialist plays an essential role in strengthening the Guest Experience by evaluating service quality, identifying opportunities for improvement, supporting Team Member development, and ensuring Guest Experience Center (GXC) processes and service standards are consistently executed.

This role serves as a key partner to GXC leadership by conducting quality and operational audits, reviewing Guest interactions and escalated cases, identifying root causes and trends, and translating findings into actionable coaching, training, and process improvements.

In addition to quality assurance responsibilities, the Quality Assurance Specialist supports the development of our Team Members through new-hire training, ongoing coaching, skill reinforcement, and targeted learning initiatives. The Specialist must balance strong attention to detail and sound judgment with a genuine commitment to helping our Team Members deliver an Amazing Guest Experience.

Success in this role requires curiosity, critical thinking, strong communication, and the ability to look beyond an individual interaction to identify opportunities that improve the overall Guest Experience and strengthen operational performance.

Essential Functions

Quality Assurance & Operational Audits

• Conduct recurring quality audits of Guest interactions, service cases, and operational workflows to evaluate adherence to established standards, procedures, and service expectations.
• Perform delivery, service, and Guest Experience audits as required by business priorities.
• Evaluate interactions objectively using established quality standards and scoring criteria.
• Maintain accurate documentation of audit findings, trends, and areas of opportunity.
• Identify recurring process gaps, performance trends, and operational opportunities that may impact the Guest Experience.
• Partner with GXC leadership to communicate findings and recommend appropriate follow-up actions.
• Support continuous improvement efforts by identifying opportunities to strengthen workflows, processes, communication, and service execution.

Guest Experience Review & Service Recovery

• Review Guest complaints, detractor feedback, escalated cases, and service recovery opportunities to understand the complete Guest journey.
• Investigate Guest concerns through detailed review of order history, service records, case documentation, and previous interactions.
• Identify root causes, areas of ownership, process breakdowns, and opportunities for resolution.
• Prepare clear, concise, and professional case summaries outlining findings and recommended next steps.
• Contact Guests when appropriate to gather additional information, clarify concerns, or support service recovery efforts.
• Partner with operational leaders and cross-functional teams to help drive timely and appropriate resolution of Guest concerns.
• Identify recurring themes within Guest feedback and escalate broader trends that may require operational or process changes.

Coaching & Performance Support

• Translate quality findings into actionable coaching opportunities that support Team Member development and improved Guest outcomes.
• Provide professional, constructive, and objective feedback based on documented observations and established expectations.
• Partner with GXC leaders to support individual and team performance improvement efforts.
• Assist with interaction evaluations, quality scoring, calibration sessions, and other quality assurance initiatives.
• Identify recurring performance opportunities and recommend coaching strategies, reinforcement activities, or training solutions.
• Help recognize examples of exceptional service and behaviors that should be reinforced across the GXC.
• Support a culture of accountability, learning, and continuous development.

Training & Team Member Development

• Facilitate onboarding and training for newly hired Guest Experience Center Team Members.
• Reinforce GXC processes, systems, service expectations, communication standards, and Guest Experience behaviors throughout the onboarding process.
• Support ongoing Team Member development through workshops, role plays, coaching exercises, knowledge reinforcement, and targeted learning activities.
• Create engaging weekly huddle content and training materials based on quality findings, operational priorities, and emerging trends.
• Partner with leadership to identify knowledge or skill gaps and develop appropriate reinforcement activities.
• Assist with evaluating training effectiveness and identifying additional developmental needs.
• Serve as a resource to Team Members by providing guidance and clarification around established processes, procedures, and Guest Experience expectations.

Reporting, Documentation & Continuous Improvement

• Maintain accurate and organized documentation of quality audits, coaching activities, case reviews, training participation, and related activities.
• Prepare professional summaries and reports that clearly communicate findings, trends, and opportunities.
• Support quality assurance scorecards, reporting, tracking, and performance measurement.
• Analyze audit and Guest feedback data to identify patterns and emerging opportunities.
• Maintain confidentiality and sound judgment when reviewing Guest and Team Member information.
• Partner cross-functionally to support process improvements that enhance efficiency, consistency, and the overall Guest Experience.
• Ensure all quality activities are completed accurately, objectively, and within established timelines.

Key Competencies

Successful Team Members in this role demonstrate:

• Strong critical thinking, investigative, and root-cause analysis skills.
• Exceptional attention to detail and commitment to accuracy.
• Sound judgment when evaluating complex Guest situations.
• Strong verbal and written communication skills.
• Ability to summarize complex situations clearly and concisely.
• Confidence providing constructive feedback in a professional and developmental manner.
• Strong facilitation, presentation, and coaching skills.
• Ability to identify trends and translate findings into actionable recommendations.
• Strong organization and time-management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to build credibility and positive working relationships across teams and functions.
• A passion for Team Member development and creating an Amazing Guest Experience.
• A continuous-improvement mindset with a willingness to challenge processes constructively and identify better ways of working.

Schedule Expectations

• This is a full-time position requiring approximately 40 hours per week.
• The standard schedule consists of five workdays per week and may include one weekend day based on business needs.
• This role operates on a hybrid schedule consisting of:
• Three (3) days per week in the Edison, NJ office.
• Two (2) days per week working remotely.
• Schedule flexibility may periodically be required to support new-hire training classes, coaching initiatives, operational priorities, Team Member development, and other business needs.
• Additional in-office presence may be required based on training schedules, business initiatives, or operational needs.

Education & Experience Requirements

Required

• Two (2) or more years of experience in customer service, Guest Experience, contact center operations, quality assurance, training, coaching, or a related field.
• Demonstrated ability to evaluate information, identify trends, and make sound, objective decisions.
• Strong written and verbal communication skills.
• Strong attention to detail, organization, and follow-through.
• Ability to manage multiple priorities while maintaining accuracy and meeting deadlines.
• Experience documenting findings, summarizing cases, or communicating performance observations.
• Proficiency with Microsoft Office applications, including Excel and PowerPoint.
• Ability to work independently while collaborating effectively with leaders and cross-functional partners.

Preferred

• Previous contact center quality assurance or quality monitoring experience.
• Training, facilitation, or new-hire onboarding experience.
• Experience coaching Team Members or supporting performance improvement initiatives.
• Experience reviewing Guest escalations, complaints, detractor feedback, or service recovery opportunities.
• Experience working with quality scoring, audits, reporting, compliance, or performance-management processes.
• Experience identifying root causes and recommending operational or process improvements.

Physical & Work Environment Requirements

• Ability to work for extended periods at a computer and utilize multiple systems and communication platforms.
• Ability to communicate effectively by phone, video, email, and in person.
• Ability to facilitate classroom, virtual, or group training sessions as required.
• Ability to perform the essential functions of the position with or without reasonable accommodation.

Our Commitment

At FDE, we are committed to Amazing our Team Members, our Guests, and the communities we serve through every personal interaction. The Quality Assurance Specialist directly supports that commitment by helping ensure our Guest Experience Center consistently delivers the level of service our Guests expect while providing our Team Members with the coaching, tools, and development they need to perform at their best.

Through a focus on Team Members, Guest Experience, and Process Improvement, this role helps turn individual interactions and quality insights into opportunities to strengthen our people, our processes, and the experience we deliver.