Quality Assurance Analyst

Quality Assurance Analyst- Remote Job, 1 Year Experience

Annual Income: $60K - $65K

About us: Patterned Learning is a platform that aims to help developers code faster and more efficiently. It offers features such as collaborative coding, real-time multiplayer editing, and the ability to build, test, and deploy directly from the browser. The platform also provides tightly integrated code generation, editing, and output capabilities.

 About the job

At Patterned Learning our focus is on encouraging people to take proactive measures to improve their safety and self-defense abilities—and to serve those who do. We strive to create better-protected communities of responsible self-defenders who have the peace of mind to live their lives confidently. Our company was established in 2009. After initially launching in Texas as Patterned Learning the demand for services developed well beyond state lines. Our coverage began to expand across the United States, which is when we became Patterned Learning.

Today, we provide coverage in 46 states and have proudly served more than 2 million people in their self-defense journey. Ready to join our driven and talented individuals who care about protecting the rights of responsible self-defenders?

The Quality Assurance Analyst is expected to coach and build contact center professionals to provide world-class customer service experiences to our members. This development of contact center representatives will ensure that we can provide easy and simple customer service, establishing deeply loyal relationships between our members and customers, and our business.

The QA Analyst engages in productive teamwork and is experienced in providing constructive feedback to team members and peers, handling varying workloads, and helping establish strong teams. In this role you will own tasks from start to finish, as well as find ways to constantly improve yourself and others. In addition, you will look for ways to improve efficiency, understand how to build a rapport with customers and team members, and are comfortable explaining our Legal Defense for Self-Defense program.

As the primary point of review for our customer service teams, this position is responsible for helping us provide an unforgettable customer experience via inbound and outbound phone, email, chat, and social media channels.

Apply if you have/are:

• 1 year of experience as a Quality Assurance Analyst in a contact center environment required (2 years of experience preferred)
  
• Background in contact center roles, responsibilities, and operational execution
  
• Exceptional organization and time management skills
  
• Ability to maintain close attention to detail and accuracy
  
• Experience building rapport and offering individualized coaching tips to various personality types
  
• Familiarity with contact center service and selling techniques
  
• Proficient computer skills with the ability to learn new software
  
• Possess a current Property and Casualty Insurance License or can attain one
  
• Tracking and documentation of Community Care Center representative activities
  
• Reporting on results and performance of representatives to contact center leadership
  
• Coaching and development of contact center representatives to improve member and customer experience
  
  

Day-to-Day Duties:

• Listen to phone calls and review email, chat, and social media messaging (English) to ensure advisors are providing accurate information and building deeply loyal relationships between members and the brand
  
• Provide positive, constructive coaching and feedback that strengthens the advisor’s abilities to explain products and services in both recorded and real-time environments
  
• Score and review advisor performance on both relationship-building and process execution
  
• Provide differentiated feedback for various advisor groups, such as retention, acquisition, and service
  
• Establish and keep professional development plans and schedules
  
• Coach, mentor, and train teammates
  
• Inform advisors and leadership on necessary recursive training based on observations
  
• Create and contribute to a climate of teamwork and mission-focused task execution
  
• Demonstrate the values of Patterned Learning
  
• Perform other related duties as assigned
  
  

Benefits:

• Salary of $54,000 - $57,000, commensurate with experience
  
• Bonus of up to 10% of annual salary paid out quarterly
  
• Insurance options include medical, dental, vision, disability, and life
  
• 401k available on day 1
  
• PTO beginning at 15 days per year and accruing with additional tenure
  
• 12 Paid Holidays
  
• Complimentary Patterned Learning membership
  
• Employee Assistance Program (EAP) with travel protection, counseling, and medical bill-saver program
  
• A laptop to be used for all work-related business
  
• Top performers are considered for advancement opportunities
  
• Yearly travel opportunities for our company-wide meetings if not based in Houston
  
• Join the nation’s largest legal defense for self-defense organization
  

Why Patterned Learning LLC?

Patterned Learning can provide intelligent suggestions, automate repetitive tasks, and assist developers in writing code more effectively. This can help reduce coding errors, improve productivity, and accelerate the development process.

The pattern recognition is particularly relevant in the context of coding. Neural networks, especially deep learning models, are commonly employed for pattern detection and classification tasks. These models simulate human decision-making and can identify patterns in data, making them well-suited for tasks like code analysis and generation.