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 DoQuality Assurance & Performance Excellence (50%)Evaluate inbound/outbound calls, chats, and digital interactions to ensure premium service, compliance, and brand consistencyDeliver actionable feedback and insights that elevate agent performance and client experienceAnalyze QA data and performance trends to identify gaps, risks, and opportunitiesPartner with NCC leaders on escalations, investigations, calibrations, and coaching initiativesMaintain and enhance QA documentation, scripts, and performance improvement toolsField Support & Operational Excellence (50%)Act as a key liaison between the National Contact Center, Field Centers, Marketing, and Corporate teamsEnsure accurate CRM data, seamless client handoffs, and real-time center updatesManage escalations, recovery cases, and complaint workflows from start to finishSupport NCC scheduling administration, promotions, Open Houses, and special eventsCoordinate marketing source codes, toll-free numbers, and customer service email inquiriesTrack trends, troubleshoot issues, and support day-to-day NCC operationsHow You’ll Be MeasuredConsistently meeting or exceeding QA and compliance benchmarksMaintaining CRM accuracy and operational integrityResolving escalations efficiently and professionallyBuilding strong cross-functional partnershipsDriving continuous improvement through data-backed insights What You Bring2-3 years of experience in a high-volume call/contact center or customer service environmentQuality Assurance, Field Support, CRM, or white-glove service experience strongly preferredExperience in DTC, healthcare, wellness, or regulated industries is a plusStrong analytical skills with a passion for quality and consistencyExcellent written and verbal communication skillsHighly organized, detail-oriented, and adaptable in a fast-paced environmentA collaborative, solution-oriented mindset aligned with premium brand standardsWhy You’ll Love Working at HairClubMake a meaningful impact on client experience and brand excellenceCollaborate with passionate, high-performing teamsBe a trusted voice influencing quality, operations, and growthWork in a role that blends analysis, people partnership, and operational leadershipJoin HairClub and help set the standard for white-glove service across every client touchpoint.Apply today and be part of something transformational.

Created: 2026-02-02