We believe shared knowledge has the power to create a better world. We’re on a mission to enable others to share what they know and monetize their knowledge. Through thoughtful tools and resources, we help transform expertise and know-how into thriving online businesses.

Our Customer Care team has the important responsibility of providing support directly to our creators. We value being knowledgeable, compassionate, responsive and reliable in our work, and we are looking for people who are passionate about customer service to join our team. 

The Quality Assurance Analyst (QA Analyst) is responsible for assessing the quality of the performance of our Customer Educators (CE) and Technical Support Specialists (TS) who provide support directly to our creators that submit questions about our platform, policies and procedures. The QA Analyst will monitor email responses and live chat responses to assess tone and accuracy of Customer Educators and Technical Support Specialists performance. This individual will assist in developing, creating and implementing quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall experience of our creators and performance of the Customer Care team.

Responsibilities

• Develop, design, implement and maintain quality assurance program and quality standards
• Maintain knowledge of the Teachable platform, policies and procedures
• Daily review and assessments of CE and TS email and live chat responses
• Provide and explain constructive feedback to CE and TS about their email and live chat responses
• Create strategies to improve and support quarterly Customer Care team KPIs
• Monitor quality performance at the team level and individual level
• Identify and communicate quality and performance trends to leadership and training manager
• Provides actionable feedback to call center managers
• Coordinate and lead QA calibration for email and live chat with managers and training manager
• Contribute to the team culture in positive manner

Requirements

• 2+ years of hands-on experience in quality assurance at a call center/contact center
• Excellent verbal, written and interpersonal communication skills
• Ability to excel in data-driven, metrics oriented environment
• Exceptional listening and proven track record of analytical skills
• Excellent time management skills
• Strategic planning and problem solving skills to improve support quality
• Attention to detail
• Ability to work indepently, self-starter
• MaestroQA experience a plus

Teachable is an instructor-focused platform that empowers creators to build and sell online courses and coaching on any topic-from iOS development to watercolor painting to card tricks. Instructors using our platform have collectively earned more than a billion dollars to date.

Since our founding, we've raised more than $12.5 million from top venture investors and were acquired in March of 2020. Teachable is now a part of the Hotmart group, an international startup, based in Brazil, with over 800 employees worldwide. Hotmart's mission is to help creators earn a living from their passion.

We're growing rapidly, with triple-digit year-over-year growth, and are continuing to build a diverse team of top-notch talent. We won't hold you back from reaching your full potential at Teachable; you'll have the freedom to be an integral member of our tight-knit team, with great benefits and perks. Your work here will directly impact hundreds of thousands of online educators, entrepreneurs, and creatives.

We plan to be optionally remote until at least September 2021

Benefits:

Comprehensive Health, Dental, & Vision benefits with options covering up to 100% of monthly premium

Discretionary paid vacation & time off with a company average of 24 days a year

Parental leave, 16 weeks fully paid after three months of service

4% 401(k) with match after three months of service

Supplemental student loan repayment assistance or a professional education stipend

Tax-free commuter benefit

Conference budget

50% gym & wellness match

Teachable encourages individuals from a broad diversity of backgrounds to apply for positions. We are an equal opportunity employer, meaning we're committed to a fair and consistent interview process. Please tell us in your application if you require an accommodation to apply for a job or to perform your job.