QA Customer Feedback Specialist

Primary Purpose

Maintain or restore customer confidence that may have been compromised by service issues by promptly addressing issues and resolving them to the satisfaction of the customer, while also supporting established business goals. Form analysis of service issues to improve the quality of the Back-Up Care Program and Organizational process and procedures, as well as maintaining compliance with company requirements. This role does require independent analysis of complex issues as well as critical thinking skills.

This is a remote position available in the United States.

Bright Horizons is trusted by families and employers around the world for high-quality child care and early education, back-up care, and workplace education. We partner with some of the world’s best companies to provide services that help employees perform their best and support families to thrive both personally and professionally.

Essential Functions/Responsibilities

• Regularly compose high level email communications to company leaders with a concise summary of events and actions, to ensure that the necessary parties are aware of serious issues.
• Schedule and lead CIR calls with multiple high level department partners across the company. Address and present the most escalated issues to the COO and VPs, as well as other high level leaders, and make recommendations for actions. Calls must be managed with confidence and tenacity, while answering questions as they arise.
• Coordinate and oversee with multiple other teams to secure staffing for unique situations escalated to a client, using out of the box thinking and processes.
• Partner with Client Relations and Program Managers to mitigate escalated client situations, including detailed reports, call reviews, reservation monitoring, etc.
• Educate providers and customers, regarding Bright Horizons policies, the parameters of the benefit, and mandatory reporting processes when needed, while managing resistance and privileged attitudes.
• Make reports to and work with child and adult protective services, and other authorities, when required.
• Participate in a rotating 24/7 on call schedule to handle the most serious issues after hours, on weekends, and holidays in order to mitigate company risk.
• Regularly oversee and monitor network caregiver performance, holding caregivers accountable and using suspension, and the review board process, when applicable, to maintain network quality.
• Take calls and participate in the Emergency Parent Communications process to support Bright Horizons centers experiencing emergencies. This includes activating a parent emergency line when needed and sending out emergency communications to Bright Horizons families.

Minimum Qualifications:

• 3 years of customer resolution/support experience
• High School Diploma with extensive experience will be considered
• Some college with extensive experience will be considered

Preferred Qualifications:

• Bachelor’s Degree
• Relies on experience and judgment to set priorities, plan and accomplish goals
• Critical thinking skills are required
• Majority of work under minimal supervision, with independent judgment, and high level of decision-making
• Making appropriate compensation decisions, monitor caregiver performance using established processes to keep caregivers accountable, manage benefit misuse situations
• Outstanding customer service skills
• Ability to work with difficult customers and de-escalate critical situations
• Excellent organizational, written, and verbal communication skills and ability to interact with the highest level of the leadership team
• Strong knowledge of call center process and procedures is helpful
• Strong analytical and problem solving skills
• Ability to multi-task and manage time effectively
• Detail-oriented
• Intermediate level of knowledge/expertise in MS Office Word and Excel

Compensation:

The annual rate for this position is between $51,000-$58,000. The pay range listed here is what Bright Horizons in good faith anticipates offering for this job opening. Actual compensation offers within this range will depend on a variety of factors including experience, education and training, certifications, geography, and other relevant business or organizational factors.

Also, depending on hire date and subject to applicable eligibility requirements and accrual schedules, new employees in this role receive up to: 9 paid holidays annually; 40 hours of sick time per year based on full-time schedule, and 80 hours of vacation time per year based on full-time schedule (vacation time may be used for sick leave purposes under any applicable state or local sick or safe time law).

Benefits:

Bright Horizons offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical, dental, and vision insurance
• 401(k) retirement plan
• Life insurance
• Long-term and short-term disability insurance

Deadline to apply: This posting is anticipated to remain open until 4/19/2025

Life at Bright Horizons:

Our people are the heart of our company. Because we’re as committed to our own employees as we are to the children, families, and clients we serve, our collaborative workplaces are designed to grow careers and support personal lives. Come build a brighter future with us.

Bright Horizons provides equal opportunity in all aspects of employment and does not discriminate against any individual on the basis of race, color, religion, sex, age, disability, sexual orientation, veteran status, national origin, genetic information, or any other characteristic protected under federal, state, or local law. Bright Horizons complies with the laws and regulations described in the following federal government resources: Know Your Rights, Family and Medical Leave Act (FMLA) and Employee Polygraph Protection Act (EPPA).

If you require assistance or a reasonable accommodation in completing these application materials or any aspect of the application and hiring process, please contact the recruitment helpdesk at 855-877-6866 or [email protected]. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.