Workforce Planning and Quality Assurance Assistant, Customer Experience - Brilliant Earth, Denver

Brilliant Earth is one of the fastest growing e-commerce jewelers in the world, and the global leader in ethically sourced fine jewelry. Founded in 2005, we have been featured in Newsweek, Glamour, the Today Show, and Martha Stewart, among many other media outlets. We are a team of dedicated individuals with a common goal of creating a more sustainable, transparent, and compassionate jewelry industry. 

We are searching for bright and passionate people who are excited to make an impact from day one and grow with the company to take on greater responsibility over time.  We are collaborative, hard-working team players that welcome challenges and rise to any occasion.  Our open office workspace in the heart of Cherry Creek encourages conversation and collaboration. Brilliant Earth team members bring a top-notch attitude and a willingness to help each other grow. For more insight into our work environment and culture, and to hear from our employees, check out our profile on the Muse! 

Everyone at Brilliant Earth has a voice – we want to hear yours! If you are interested in growing with Brilliant Earth, send us a resume and cover letter letting us know why you are interested in joining our mission and our team. Please include a sentence about your favorite shape of diamond. 

Position Overview:

The Workforce Planning and Quality Assurance Assistant will assist in the workforce and schedule planning of a team of dedicated Jewelry Consultants and Customer Experience Associates, responsible for delivering exceptional service to Brilliant Earth customers.  This is a hands-on, detail-oriented role that requires a desire to dive into resource allocation, analysis and scheduling, to ensure we best utilize our greatest resource – our people. You will be involved in process improvements to better serve our customers and improve operational effectiveness. As the team’s Workforce Planning and Quality Assurance Assistant, you will have the opportunity to help shape the customer experience and have a direct impact on the growth of the company.  

Key Responsibilities:

• Manage changes to scheduling to ensure adequate daily resource coverage.
• Monitor interval data using telecom, chat, CRM and provide recommendations to the customer experience team to meet desired service level standards.
• Responsible for intraday reporting to the business.
• Communicate with management and operations team to ensure compliance with company standards.
• Analyze PTO submissions and approve/deny based on their effect on operations.
• Monitor attendance and schedule adherence.
• Process management requests for modifications of scheduling events (meetings/training, one on ones etc.).
• Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
• Communicate and work with staff members, management, and Human Resources.
• Provide actionable feedback to the Customer Experience team and managers.
• Assist with quality assurance on a as needed basis.
• Identify performance trends or concerns at the team and individual level.
• Assist with development and implementation of quality monitoring guidelines, standard operating procedures, and quality assurance reporting.
• Produce daily, weekly, and monthly reports and recommendations for performance and process improvement.

Qualifications:

• Bachelor’s or Associate’s degree, or equivalent, preferred
• Proven track record of high performance in a fast-paced call center or sales environment
• Past quality assurance experience
• Highly organized with focus on execution, problem solving, and improving processes
• Motivated self-starter with high efficiency work style
• Extreme attention to detail
• Ability to think critically and adapt quickly in a flexible environment
• Exceptional time management skills and accountability
• Team play with an ability to work collaboratively
• Strong computer skills, including ERP system and Excel experience
• Entrepreneurial spirit / self-starter
• Interest in socially and environmentally responsible organizations