Specialist, Quality Assurance

Who Are We Looking For?

We’re seeking an experienced and detail-oriented Quality Assurance Specialist to elevate quality across Vestwell’s Employer Service teams. This role owns the end-to-end quality assurance ecosystem—ensuring onshore and offshore teams meet Vestwell’s high standards, reviewing service interactions (email, chat, and phone), and driving continuous improvement in client experience.

The ideal candidate combines analytical rigor with coaching finesse: identifying performance gaps, partnering with managers to refine training and playbooks, and turning insights into action. You’ll play a pivotal role in safeguarding service accuracy, professionalism, and consistency—upholding Vestwell’s commitment to exceptional client care.

You are also energized by developing others: you’ll design and lead training that ramps new hires quickly, reinforce QA best practices for tenured team members, and serve as a go-to resource for upskilling across the Employer Service organization.

What Will You Be Doing?

Day-to-day you will be expected to:

• Oversee and execute QA reviews across all employer service channels—email, chat, and phone—to ensure accuracy, compliance, and alignment with Vestwell’s service standards.
• Conduct regular audits of client interactions, delivering clear, actionable feedback that drives measurable performance improvement.
• Own the training lifecycle for new and existing team members, including designing training content, building and maintaining training calendars, and coordinating with people leaders to align training with business priorities.
• Lead live training sessions and workshops focused on soft skills, and product/process changes for new hires and tenured associates.
• Facilitate shadow sessions and call/listen‑in calibrations so new hires and existing team members can observe best-in-class interactions and practice applying QA expectations in real time.
• Host regular office hours for new hires and the broader team, as needed, providing a dedicated forum for questions, scenario walk‑throughs, and deep dives on QA findings and trends.
• Assist with onboarding activities for new Employer Service team members, including systems and tools walk‑throughs and early‑tenure calibration to ensure consistency in quality and tone
• Partner with service managers to evolve training materials, scorecards, and playbooks, ensuring QA insights translate into improved coaching and agent readiness.
• Analyze performance data and trend reports to surface systemic issues, inform root-cause analyses, and guide continuous improvement initiatives.
• Maintain and refine QA rubrics to ensure consistency, fairness, and scalability across onshore and offshore teams.
• Monitor service queues and SLAs, assisting in triage or escalation management when quality or timeliness is at risk.
• Collaborate cross-functionally to strengthen quality control processes, reduce friction across handoffs, and ensure a seamless, professional client experience.
• Uphold Vestwell’s commitment to excellence by embedding quality discipline into daily operations and reinforcing a culture of accountability and client focus.

Requirements

The Necessities:

• Team mentality and the ability to multitask while attending to a high volume of incoming inquiries 
• Strong time management and organizational skills 
• Strong commitment to superior customer service
• Positive and proactive attitude
• Proficiency is required with Excel/Google Sheets, Word/Google Docs, Adobe Acrobat, Zendesk, and Slack
• Excellent attention to detail and accuracy
• Demonstrated experience coaching, mentoring, or training team members (e.g., leading trainings, facilitating shadow sessions, or supporting onboarding) and comfort presenting to small groups and 1:1

The expected base salary range for this position is $70K - $80K base. This position is eligible to participate in the Company Bonus Pool and is eligible to receive new hire equity in the Company. Please note that salary bands are based on NY and other similar metro areas and may differ based on where the role is ultimately hired.

This role will be based in either the New York City, Austin, King of Prussia, or Phoenix office, and will be part of Vestwell's hybrid in-office operation.