NCC Quality Assurance & Field Support Specialist

Deliver White-Glove Experiences. Protect a Premium Brand. Make a Real Impact.

At HairClub we dont just serve clientswe transform lives through confidence care and exceptional experiences. Were 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 opportunityhalf 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 Youll 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 Youll 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

• 23 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 Youll 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.

Required Experience:

IC