B2B Quality Assurance Analyst

Wayfair Professional is an industry leading business to business sales organization dedicated to help businesses make good spaces great. Since 2012, we have worked to make furniture, fixture, and decor procurement easier and faster while offering the best possible value. Our B2B Quality Assurance team is key in monitoring both inbound and outbound calls in order to provide insight on trending, areas of improvement and coaching for both the managers and reps.

What You'll Do

  • Evaluate B2B calls with efficiency and accuracy
  • Be a “go to” for our B2B management team by sharing positive feedback, training opportunities and providing any additional monitoring needs upon request
  • Work collaboratively with B2B teams on company goals
  • Act as a resource for B2B teams on any quality assurance-related questions
  • Identify trends and work with management to provide recommendations on process/tech improvements
  • Gather data and provide reporting using Excel and other related software
  • Attend a bi-weekly calibration session with B2B managers, team leads, and trainers to ensure consistency with quality assurance guidelines

What You'll Need

  • Excellent communication skills, both written and verbal
  • Ability to work well both independently and in a cross functional team environment
  • Innovative problem-solving skills – dissect and determine root causes of problems and propose solutions
  • Flexible and self-motivated
  • Proficient in Excel and SQL is a plus but not a requirement
  • Prior quality assurance experience is a plus but not a requirement

About Us

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking. No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.

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