Full-Time

Customer Care Quality Assurance Analyst

Confirmed live in the last 24 hours

Pumpkin

Pumpkin

51-200 employees

Pet insurance and wellness plans provider

Healthcare

Mid

Columbus, OH, USA

Requires 2 days a week in-office presence in Columbus, OH.

Category
QA & Testing
Quality Assurance
Required Skills
Customer Service
Data Analysis
Requirements
  • Proven track record of 3+ years in customer service, with a specialized focus on quality assurance for at least 1 year
  • Bachelor's degree or equivalent combination of education and relevant industry experience
  • Excellent written and verbal communication skills
  • Ability to work in a fast-paced startup environment
  • Adaptable and willing to take on new challenges
  • Proven ability to build and strengthen customer relationships using effective communication, keen listening skills and empathy.
  • Proficiency with productivity and task management tools like MS Office and G-Suite.
  • Roll-up-your-sleeves mentality and a proactive approach to problem-solving.
  • Meticulous attention to detail and strong prioritization abilities to handle multiple tasks effectively.
  • An entrepreneurial mindset, a genuine passion for pets, and excitement to work in a start-up environment.
Responsibilities
  • Perform Quality Assurance Management through call monitoring, interaction review, review of customer surveys (CSAT), and grading agent interactions based on our current quality standards
  • Use available software and tools to gather data and analyze trends or patterns affecting quality; highlights key successes and shares best practices with CX Leadership Team to ensure continued success in quality of service
  • Provides structured and timely recommendations through verbal and/or written feedback to CX Leadership Team
  • Collaborates with CX leadership to identify and streamline processes and implement process standards that enhance service delivery and the customer experience
  • Highlight the need for training and onboarding programs relative to quality observations and takeaways
  • Create reports and maintain data integrity through accurate and meticulous recording of all QA data, ensuring reliable information management and effective decision-making
  • Participate in calibration sessions to maintain consistency in internal evaluations
  • Perform other duties as assigned

Pumpkin.care provides pet insurance and wellness plans aimed at making veterinary care more affordable for pet owners. Their insurance plans cover up to 90% of eligible vet bills, which helps pet parents manage costs related to routine care, accidents, and illnesses. The company operates on a subscription model, where customers pay a monthly or annual premium for coverage. In addition to insurance, Pumpkin.care offers preventive care wellness products, including services like check-ups and vaccinations, to promote pet health. Unlike many competitors, Pumpkin.care emphasizes a people-first culture and provides valuable resources and advice from veterinary professionals, enhancing their role as a pet health expert. The goal of Pumpkin.care is to ensure that all pets have access to quality veterinary care without financial strain.

Company Stage

Acquired

Total Funding

N/A

Headquarters

New York City, New York

Founded

2019

Growth & Insights
Headcount

6 month growth

8%

1 year growth

9%

2 year growth

86%
Simplify Jobs

Simplify's Take

What believers are saying

  • The partnership with PetMeds expands Pumpkin.care's reach to over 2 million active customers, enhancing its market presence.
  • Acquisition by JAB Holding Company provides Pumpkin.care with significant financial backing and growth opportunities.
  • The #ArfMeowForVets campaign highlights Pumpkin.care's dedication to supporting the veterinary community, fostering goodwill and brand loyalty.

What critics are saying

  • The pet insurance market is becoming increasingly competitive, requiring Pumpkin.care to continuously innovate to maintain its edge.
  • Dependence on partnerships, such as with PetMeds, could pose risks if these relationships were to change or dissolve.

What makes Pumpkin unique

  • Pumpkin.care offers a comprehensive suite of pet insurance and wellness plans, covering up to 90% of eligible vet bills, which is more extensive than many competitors.
  • The company's subscription-based model ensures a steady revenue stream while making veterinary care more accessible and affordable for pet owners.
  • Pumpkin.care's commitment to animal welfare and preventive care, along with valuable advice from vets and trainers, sets it apart as a holistic pet health expert.

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