Call Center Auditor and Quality Specialist Lead

As innovators of premium baby gear with a timeless style, Nuna is a Global Brand, growing exponentially in the U.S. Market.

Our corporate office is in scenic Berks County, PA, while our Distribution Center and West Coast offices are in Vancouver, WA, and Solana Beach, CA.

Nuna's consistency and attention to detail in producing high-quality products for families are mirrored within the Vancouver work environment as evidenced by the inviting entryway of herringbone floors, moss sign, and brilliant lighting. Gym facilities and a breakroom featuring a full kitchen and fireplace serve to enhance the workday.

Our health and welfare benefits, like our baby gear products, are superior, boasting a $0 Copay / $0 Deductible Medical & Prescription Plan Design and a 401(k) with a 6% Employer Match.

Currently we are seeking an Auditor & Quality Specialist Lead, to join our Consumer Concierge Services department.

The Auditor and Quality Specialist Lead will work closely with management, QA, and the Escalations Specialist, as well as collaborate directly with other Specialized Workforce Action Triage ("SWAT") team members to ensure the highest standards of quality and compliance across all customer service operations.

ESSENTIAL DUTIES & RESPONSIBILITIES

Audit & Quality Assurance

• Conduct regular audits of calls, chats, and case handling.
• Monitor the Call Center pipeline to ensure adherence to service level agreements.
• Develop and maintain QA scorecards and standards.
• Comfortable working with structured QA scorecards and checklists.
• Skilled in spotting patterns across multiple interactions without relying on automation.
• Ability to analyze conversations for both technical accuracy and customer experience.
• Capable of identifying root causes of service issues through manual review.
• Strong focus on identifying inconsistencies, errors, and compliance gaps.
• Uses tools available and manually tracks audit results, trends, and performance metrics where tools are not present.
• Prepares reports for leadership with actionable insights.

Collaboration & Compliance

Coaching & Feedback

This position description is intended to provide a summary of the major duties, tasks, and responsibilities of this position and shall not be considered an exhaustive listing of all work requirements.

EXPERIENCE & KNOWLEDGE

SKILLS & COMPENTENCIES

Ability to identify patterns, inconsistencies, and root causes across a wide range of customer interactions without reliance on automation.

Skilled at detecting errors, compliance gaps, and subtle trends within calls, chats, and case documentation.

Proficient in developing, maintaining, and applying structured QA scorecards and standards.

Capable of providing clear, actionable, and constructive feedback to agents and supervisors.

Experienced in identifying coaching opportunities and using real-world examples to support agent development and performance improvement.

Deep understanding of internal company policies, procedures, and industry regulatory standards relevant to customer service.

Competence in manually and digitally tracking audit outcomes, trends, and performance metrics, and preparing insightful reports for leadership.

Commitment to maintaining up-to-date certifications (e.g., Certified Car Seat Technician credentialing) and adherence to best practices in quality review.

Ability to monitor service pipelines and ensure adherence to service level agreements (SLAs) and deadlines.

Resourceful in addressing recurring issues and developing solutions in collaboration with relevant stakeholders.

EDUCATION & CERTIFICATIONS

Degree

Professional Certifications a Plus but not Required

TECHNOLOGY

Software & Systems Proficiency

Data & Analytics

Quality Assurance & Reporting

Regulatory & Security Knowledge

General Technical Skills

Other

Applicants must be currently authorized to work in the United States on a full-time basis.