About Main Street Hub:

Main Street Hub is the voice of more local businesses than any other company. Utilizing its proprietary technology, the company offers a unique “do-it-for-you” marketing platform that integrates social media, customer reviews, web, and email marketing to help local businesses get more customers and keep them coming back, while saving them valuable time. Their team of dedicated, bright, positive people from all backgrounds is on a mission to create thriving local economies and help merchants and customers discover community.

Backed by leading investors, Main Street Hub was founded in 2010 and has grown to a team of over 500 colleagues with offices in both Austin, Texas and New York. Main Street Hub provides an essential service for local businesses and has been named one of the fastest growing private companies in the U.S. by Inc. Magazine, the fastest growing startup in Austin by the Austin Business Journal, and a Top Workplace by the Austin American-Statesman. Main Street Hub currently has more than 10,000 local business customers and has published more than 8 million messages across the web.

Our mission is to create thriving local economies. Through technology, creativity, and service, we provide great local businesses across the country with a do-it-for-you solution that helps them drive results, at a price that works for them.

For more information on our culture, check out https://blog.mainstreethub.com/why-our-values-matter.

What is the opportunity?

As a Quality Specialist you will help ensure a high quality of service for our Customer Operations teams by reviewing and analyzing Main Street Hub services and deliverables as part of our quality monitoring program to achieve a best-in-class customer experience. In addition you will have the opportunity to join a fast-growing startup, work directly with senior company leaders, and be part of an extraordinary company culture. If you’re ready to make an impact and are passionate about building something incredible with us, we want to learn more about you!

What you’ll do:

• Monitor customer operations interactions, documentation and deliverables on a daily basis across the customer lifecycle to assess employee performance and impact on the customer experience.
• Document detailed findings in an established format for reporting and data analysis
• Participate in regular quality calibration sessions with peers to ensure consistency
• Communicate feedback to leaders in a concise and constructive manner.
• Participate in on-going improvements to quality monitoring formats, quality standards, and scoring metrics.
• Determine system-wide improvement opportunities and work with Operations, Product and Engineering to improve quality of service.
• Maintain reports and tracking related to monitoring, including analyzing and communicating trends to provide insight to leadership.

Qualifications

• 2+ years of experience in a quality assurance or process and contact monitoring role.
• Bachelor’s degree preferred.
• Excellent communication skills, including the ability to provide constructive and unbiased feedback.
• Strong Excel skills to analyze data.
• Experience using Microsoft Office, specifically PowerPoint and Word.
• Passion for working in a fast-paced environment, with the ability to adapt quickly to change.
• Strong organizational and prioritization skills, with a proven ability to manage multiple projects and deadlines effectively.
• An exemplary work ethic, a “get it done” attitude, and high personal accountability.
• Unwavering integrity and strong character.
• A love of local businesses and a genuine desire to help them succeed.

Benefits:

• Mission-driven, values-based culture.
• Competitive pay and eligibility for stock options.
• 15 days paid time off, plus holidays.
• 100% paid medical, dental, and vision.
• Paid parental leave.
• 401(k).
• Fun, casual, urban office environment.
• Professional development and experience, including opportunities to grow your career, working for one of most ambitious companies in Austin.