Visible & You

At Visible, we’re building a new, entirely digital way to deliver mobile phone service to fit the needs of people who live their lives on their phones. With one simple price, we offer unlimited data, messages, and minutes, on America’s best 4G LTE network. Based in Denver, CO, we’re a team of passionate people imagining and building the future of mobile phone service, while creating a new culture and ways of doing business from the ground up. No single day will feel the same, and change is the only constant. If you love all of that, plus the challenge of delivering the best experience to our customers in the simplest ways (and knowing that simple requires a lot of work behind-the-scenes), check us out at https://visible.com. We are Visible.

This is a full-time position based at the Visible headquarters in Denver, CO. This is a high visibility role where you will interact with employees at all levels. This position will report directly to the Care Operations Manager and will have the following responsibilities:

Your Role at Visible

Visible Operations has identified the need for a dedicated quality lead to audit all SPC care engagements and hold SPC partner accountable to Visible quality standards.The person in this role will maintain an objective voice in helping maintain consistent and excellent customer service, and will play a key part in improving the Visible customer journey. This role will have a large impact on Visible’s ability to deliver a superior care experience that differentiates our service across the customer service space, and will help ensure we employ the best SPC leaders and agents on our program.

How you contribute:

• Monitor and assess the chat, social, and phone interactions of SPC partner agents and leadership team. This will include documenting agent performance strengths and weaknesses, quality checking product knowledge, policies, and procedures, and highlighting compliance issues

• Lead regular quality calibrations with SPC partner

• Develop quality scorecards, guidelines and procedures; iterate as necessary

• Partner with care analyst to develop quality reporting, including reports for SPC supervisors and management to suggest actions for improvement

• Work with Visible care team to design training programs or process enhancements that correct quality issues as needed

What You Bring to Visible (a.k.a. qualifications)

• 1-3 years experience in a quality or leadership role in a customer service environment

• Knowledge of care tools, including Salesforce, Nuance, Sprinklr, and Verint to evaluate agent interactions

• Experience with co-employment and SPC vendor/client relations

• Excellent critical thinking and decision making skills

• Excellent understanding of digital support/delivery

• Creativity and out of the box thinking

• Excellent time management skills

• Proven ability to thrive in a fast-paced environment and understand all aspects of a continually evolving product.