Deliver White-Glove Experiences. Protect a Premium Brand. Make a Real Impact.

At HairClub, we don’t just serve clients—we transform lives through confidence, care, and exceptional experiences. We’re looking for a Quality-driven, highly collaborative NCC Quality Assurance & Field Support Specialist to help elevate our Direct-to-Consumer White Glove National Contact Center and strengthen the connection between our Contact Center, Field Centers, and Corporate partners.

This is a dynamic dual-role opportunity—half focused on Quality Assurance and performance excellence, half on Field Support and operational alignment. If you thrive at the intersection of quality, data, service, and collaboration, this role was made for you.

 

What You’ll Do Quality Assurance & Performance Excellence (50%)

Evaluate inbound/outbound calls, chats, and digital interactions to ensure premium service, compliance, and brand consistency

Deliver actionable feedback and insights that elevate agent performance and client experience

Analyze QA data and performance trends to identify gaps, risks, and opportunities

Partner with NCC leaders on escalations, investigations, calibrations, and coaching initiatives

Maintain and enhance QA documentation, scripts, and performance improvement tools

Field Support & Operational Excellence (50%)

Act as a key liaison between the National Contact Center, Field Centers, Marketing, and Corporate teams

Ensure accurate CRM data, seamless client handoffs, and real-time center updates

Manage escalations, recovery cases, and complaint workflows from start to finish

Support NCC scheduling administration, promotions, Open Houses, and special events

Coordinate marketing source codes, toll-free numbers, and customer service email inquiries

Track trends, troubleshoot issues, and support day-to-day NCC operations

How You’ll Be Measured

Consistently meeting or exceeding QA and compliance benchmarks

Maintaining CRM accuracy and operational integrity

Resolving escalations efficiently and professionally

Building strong cross-functional partnerships

Driving continuous improvement through data-backed insights

 What You Bring

2–3 years of experience in a high-volume call/contact center or customer service environment

Quality Assurance, Field Support, CRM, or white-glove service experience strongly preferred

Experience in DTC, healthcare, wellness, or regulated industries is a plus

Strong analytical skills with a passion for quality and consistency

Excellent written and verbal communication skills

Highly organized, detail-oriented, and adaptable in a fast-paced environment

A collaborative, solution-oriented mindset aligned with premium brand standards

Why You’ll Love Working at HairClub

Make a meaningful impact on client experience and brand excellence

Collaborate with passionate, high-performing teams

Be a trusted voice influencing quality, operations, and growth

Work in a role that blends analysis, people partnership, and operational leadership

Join HairClub and help set the standard for white-glove service across every client touchpoint.
Apply today and be part of something transformational.