We are seeking an experienced Quality Assurance Specialist to oversee call center operations and customer service touchpoints to ensure the delivery of a high-quality service model. The Quality Assurance Specialist will be responsible for developing and implementing quality assurance processes, evaluating both call center and in-office interactions, driving continuous improvement initiatives to optimize performance.
The ideal candidate will have a strong background in call center operations, quality assurance methodologies, and data analysis, along with exceptional leadership and communication skills.

This role can is In-Person/Hybrid in our Englewood, NJ office. Remote work may be considered for the right candidate.

Who We Are

At Diamond Braces, we believe in creating a brighter future and enhancing the quality of life through healthier smiles. Upholding our “No Smile Left Behind” philosophy, our mission is to offer customer-centric orthodontic care that is founded on Affordability, Accessibility, and Amazing customer service (the ‘AAA Experience’). We are committed to ensuring every individual can embrace the confidence that comes with a healthy and happy smile.
Since our founding in 2000, Diamond Braces has continued to earn the trust of thousands of clients and create better access to orthodontic care throughout the Tri-State area. We have created over 100,000 new smiles (and counting) and expanded to include multiple locations, with over 60 Orthodontic practices providing high-quality care for our patients. Our vision is to treat patients and employees with the highest ethical standards.
Our goal for the future is to increase our footprint through underserved communities and provide quality orthodontic care for generations to come. We have become known for being one of the most experienced and affordable orthodontic providers, passionate about delivering expert care and making people smile.

What you can expect with a career at Diamond Braces:

• Competitive salary
• Full-Time Hours
• Health, Dental, and Vision insurance packages
• PTO
• 401(k) with company match
• Discounted orthodontic care for you and your family
• Ample growth & advancement opportunities
• Full-scale mentorship
• Covered CE courses
• Choice of convenient locations near your home

Essential Functions

• Develop and implement quality assurance strategies and processes to maintain and improve the performance of call center operations and in-office interactions with patients
• Design and execute quality monitoring programs to evaluate the effectiveness of customer interactions, including phone calls, chat sessions, emails, and video recordings
• Conduct regular audits and evaluations of call center representatives’ performance, providing constructive feedback and coaching to enhance skills and adherence to quality standards, partnering closely with the Client Relations Manager to address performance deficiencies
• Analyze metrics, trends, and customer feedback to identify areas for improvement and develop action plans to address performance gaps
• Collaborate with the Call Center Manager to ensure alignment with quality assurance objectives and drive performance improvement initiatives
• Establish KPI’s and quality benchmarks to measure and track the effectiveness of quality assurance efforts
• Lead and participate in cross-functional teams to implement process improvements, training initiatives, and technology enhancements
• Partner with our L&D and Training Teams to develop and deliver programs and workshops on quality assurance best practices, quality standards, and customer service excellence
• Prepare and present regular reports and dashboards to senior management, highlighting key quality metrics, trends, and improvement initiatives
• Additional responsibilities as required by management and business needs

* Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
*Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.