Call Center QA & Field Support Specialist

Deliver White-Glove Experiences. Protect a Premium Brand. Make a Real Impact. At HairClub, we don't just serve clients-we transform lives through confidence, care, and exceptional experiences. We're looking for a Quality-driven, highly collaborative NCC Quality Assurance & Field Support Specialist to help elevate our Direct-to-Consumer White Glove National Contact Center and strengthen the connection between our Contact Center, Field Centers, and Corporate partners. This is a dynamic dual-role opportunity-half focused on Quality Assurance and performance excellence, half on Field Support and operational alignment. If you thrive at the intersection of quality, data, service, and collaboration, this role was made for you. What You'll Do Quality Assurance & Performance Excellence (50%) Evaluate inbound/outbound calls, chats, and digital interactions to ensure premium service, compliance, and brand consistency Deliver actionable feedback and insights that elevate agent performance and client experience Analyze QA data and performance trends to identify gaps, risks, and opportunities Partner with NCC leaders on escalations, investigations, calibrations, and coaching initiatives Maintain and enhance QA documentation, scripts, and performance improvement tools Field Support & Operational Excellence (50%) Act as a key liaison between the National Contact Center, Field Centers, Marketing, and Corporate teams Ensure accurate CRM data, seamless client handoffs, and real-time center updates Manage escalations, recovery cases, and complaint workflows from start to finish Support NCC scheduling administration, promotions, Open Houses, and special events Coordinate marketing source codes, toll-free numbers, and customer service email inquiries Track trends, troubleshoot issues, and support day-to-day NCC operations How You'll Be Measured Consistently meeting or exceeding QA and compliance benchmarks Maintaining CRM accuracy and operational integrity Resolving escalations efficiently and professionally Building strong cross-functional partnerships Driving continuous improvement through data-backed insights What You Bring 2-3 years of experience in a high-volume call/contact center or customer service environment Quality Assurance, Field Support, CRM, or white-glove service experience strongly preferred Experience in DTC, healthcare, wellness, or regulated industries is a plus Strong analytical skills with a passion for quality and consistency Excellent written and verbal communication skills Highly organized, detail-oriented, and adaptable in a fast-paced environment A collaborative, solution-oriented mindset aligned with premium brand standards Why You'll Love Working at HairClub Make a meaningful impact on client experience and brand excellence Collaborate with passionate, high-performing teams Be a trusted voice influencing quality, operations, and growth Work in a role that blends analysis, people partnership, and operational leadership Join HairClub and help set the standard for white-glove service across every client touchpoint. Apply today and be part of something transformational. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Created: 2026-03-04