☎ Community Phone
At Community Phone, we believe that everyone deserves access to reliable and affordable communication services. We're a mission-driven company, committed to providing exceptional landline service that keeps our customers connected to what matters most- starting with our seniors who deserve a landline service that doesn't just connect them, but protects them. We're also revolutionizing the business landscape by keeping them in constant contact with their customers. No more missed opportunities or frustrating interactions with automated systems. We're not just providing a service; we're fostering relationships.
Our innovative technology enables any traditional landline phone to connect over the cellular network through a SIM card inside of our landline base, ensuring uninterrupted service (with power back-up) without the need for Wi-Fi, while offering best in class software features like robust spam call blocking.
As a venture-backed, Y-Combinator graduate, we've evolved from a small team in 2018 to now ~70 fully remote team members spread across 15 countries and even more time zones. We proudly serve over 20,000 customers and clients, ranging from seniors to small businesses to franchises across the United States. As we continue to grow, we're looking for folks who share our passion for improving the lives of our customers through both technology and human connection.
Join us in redefining the narrative, where communication is personal, secure, and built on trust. Let's connect the dots – one call at a time.
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About the role
We are seeking a detail-oriented
Quality & Compliance Analyst to join Community Phone. The primary role is to monitor and analyze customer interactions to ensure adherence to defined standards, identify key trends leading to customer churn or dissatisfaction, and escalate critical issues for resolution. This role is crucial to improving customer experience, enhancing operational performance, and ensuring compliance with company policies.
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You will...
- Call Quality Monitoring:
- Review and evaluate calls to ensure adherence to established quality standards
- Provide feedback to Team leads on performance of their team to foster continuous improvement
- Trend Analysis:
- Identify patterns leading to customer churn through call evaluations and other relevant data
- Analyze cases of negative customer experiences by examining reviews, CSAT (Customer Satisfaction) scores, and related feedback
- Escalation Management:
- Highlight cases that require immediate intervention and follow escalation protocols to ensure resolution
- Collaborate with team leads to address recurring quality concerns
- Reporting:
- Prepare and present detailed reports on findings, including areas for improvement and actionable insights
- Monitor the effectiveness of corrective actions and recommend adjustments as necessary.
- Continuous Improvement:
- Participate in calibration sessions to align QA processes with organizational goals
- Stay updated with industry best practices and incorporate them into daily operations
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You have...
- Strong analytical skills with the ability to interpret trends from complex data
- Excellent communication skills, both verbal and written
- High attention to detail and a proactive problem-solving mindset
Preferred
- Experience in Quality Assurance or a similar role, preferably in the telecom industry
- Proficiency in relevant tools (e.g., call monitoring software, Excel, CRM systems)
- Familiarity with customer service metrics such as CSAT, churn rates, and quality standards
Compensation
- Base Salary: $380 USD per month
- Performance Bonus: Up to $120 USD monthly based on achieving key performance indicators (KPIs)
Benefits
- Opportunities for professional development
- Supportive and collaborative work environment
💙 Community Phone Culture
Community Phone has a customer-obsessed culture. We are looking for team members who love our product and mission and see the remote first environment as a bonus.
Beyond the job description, here are some traits members of our team share:
We value
Curiosity and learning in our employees. We promote open-mindedness, embrace mistakes, and encourage challenging questions for personal growth. We create a culture of continuous learning to empower our team to tackle challenges and excel in their roles.
Efficiency Where it Counts. We operate lean, optimizing resources to improve our products and deliver a world-class customer experience. We prioritize value over excess, embodying a scrappy and resourceful spirit to achieve our mission and values.
We prioritize taking decisive action over deliberation, recognizing that building a world-class product requires pushing personal limits and taking risks. We believe that a
Bias Toward Action is essential for achieving our goals and delivering exceptional results to our customers.
We strive for
Transparency and prioritize open, Direct communication. This helps us resolve issues quickly and build strong relationships with our stakeholders.
We take our work seriously and see it as a reflection of who we are. We're always looking for ways to improve and are open to feedback. We approach our work with a sense of ownership and a desire to deliver the best possible results. By embodying a
Founder Mindset, we're able to achieve our goals and create exceptional products.
We value a
Caring Mentality. Our customers come first, and we collaborate to provide exceptional service. We prioritize teamwork over personal accolades, fostering a customer-focused culture that drives our success and promotes a supportive work environment.
