What are the responsibilities and job description for the Quality Assurance & Field Support Specialist position at HairClub?
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.