Fetch solves the package problem for apartment communities. We take property managers completely out of the package business while adding a valuable amenity for residents. Fetch accepts all packages for its partner communities at local facilities and... Backed by Capital Factory.
About the role
Quality is what keeps our support teams trusted. We are hiring a QA Analyst to administer quality assurance for our support organization as part of the Learning and Development team, covering our three main support teams: Claims, Customer Support, and Partner Success. Beyond grading individual conversations, this role sets the course for what is going well and what needs attention, turning what we see in the conversations into the training and process changes that raise the quality of every support team. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- Grade support conversations at scale using our QA software, applying a consistent standard across every support team
- Work through the grading data to identify the key trends and behaviors that signal whether an agent is struggling or a process is struggling
- Partner with the Learning and Development team to turn those findings into the right training and process changes, closing the loop between quality and learning
- Deliver feedback directly, either to the agent or to their supervisor, so the supervisor has a full picture of where the agent is strong and where they need support
- Help conduct live training for agents, supporting the team in delivering the onboarding and ongoing learning that Learning and Development develops
- Maintain the QA scorecard and scoring standards and take part in calibration, so grading stays consistent and fair across every reviewer and team
More about this role
Fetch is a venture-backed company redefining multifamily living through four core services: Package Delivery, Valet Trash, Fetch Market, and Fetch Storage. From secure, direct-to-door package delivery to community-wide valet trash, 24/7 essentials delivered through Fetch Market, and flexible storage solutions, Fetch streamlines operations for property teams while creating unmatched convenience for residents. Operating nationwide with rapid growth ahead, we combine logistics, technology, and hospitality to shape the future of multifamily living.
Quality is what keeps our support teams trusted. We are hiring a QA Analyst to administer quality assurance for our support organization as part of the Learning and Development team, covering our three main support teams: Claims, Customer Support, and Partner Success. Beyond grading individual conversations, this role sets the course for what is going well and what needs attention, turning what we see in the conversations into the training and process changes that raise the quality of every support team.
- Grade support conversations at scale using our QA software, applying a consistent standard across every support team.
- Work through the...
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