The RealReal

Compensation

Full Description

About The RoleAs Quality Assurance Analyst, you'll support Client Services by driving a high and consistent level of quality across all teams. You'll achieve this through the frequent monitoring of agent interactions across all client channels and teams, thorough documentation of feedback and improvement opportunities and effective coaching - all with the goal of driving experiences that meet the needs of TRR clients.What You Get To Do EverydayConduct quality monitoring and auditing of agents at TRR and outsourced partner sitesEffective and consistent documentation of all interaction monitoring results and improvement plansConstruct and deliver quality performance coaching based on monitored interactionsIdentify and monitor agent behavior trends and quality risksActively participate in quality calibration sessions with quality team members and Client Services leadershipAssist with the preparation of Quality reporting and trend analysisManage the tagging of client survey feedback, to drive trend analysis and reportingWhat You Bring To The Role2 or more years of experience in a role supporting Quality within a contact center or customer service setting, preferably in a luxury fashion environmentPassion for performance development coachingExceptional listening and analytical skillsSolid time management and organizational skillsExperience with MaestroQA is a plusAbility to be flexible and adapt to an ever-changing environmentHigh level of professionalism and integrityCompensation, Benefits, + PerksEmployee Stock Purchase Plan401K with Company MatchMedical, Dental & Vision InsurancePaid Parental Leave9 Paid Company HolidaysFlexible Time Off (With Manager Approval)Find out more about our Benefits here.The expected salary range for this role is $48,266.40-$62,056.80. To determine starting pay we carefully consider a variety of factors, including primary work location and an evaluation of a candidate's skills, experience, market demands, and internal parity. Additionally, salary is just one component of TRR's total rewards package. Depending on role, employees may also be eligible for a bonus program, incentive pay and benefits.The RealReal is the world's largest online marketplace for authenticated, resale luxury goods, with 37 million members. With a rigorous authentication process overseen by experts, The RealReal provides a safe and reliable platform for consumers to buy and sell their luxury items. We have hundreds of in-house gemologists, horologists, and brand authenticators who inspect thousands of items each day. As a sustainable company, we give new life to pieces by thousands of brands across numerous categories-including women's and men's fashion, fine jewelry and watches, art, and home-in support of the circular economy. We make selling effortless with free virtual appointments, in-home pickup, drop-off, and direct shipping. We handle all of the work for consignors, including authenticating, using AI and machine learning to determine optimal pricing, photographing and listing their items, as well as shipping and customer service. The RealReal is committed to providing an equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or Veteran status. We will consider qualified applicants for a position regardless of arrest or conviction records. At TRR, People Come First. That's why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our Diversity Equity and Inclusion program here.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.