Who we are

Drizly is the world’s largest alcohol marketplace and the best way to shop beer, wine and spirits. Our customers trust us to be part of their lives – their celebrations, parties, dinners and quiet nights at home. We are there when it matters - committed to life’s moments and the people who create them. We partner with the best retail stores in over 1200 cities across North America to serve up the best buying experience. Drizly offers a huge selection and competitive pricing with a side of personalized content. That is what we do. Who we are is a different story.

We are more than just another tech company. There is an intellectual curiosity that occurs at Drizly. We have a desire to question, to understand, to figure it out. Bottom line, we solve it. We value not just the truth but the process to get to the truth, to deliberate, decide and then act. Most importantly, we care. We care about our customer. We care about our company. We care about our team. There will be long days and incredible challenges.

We are blazing a trail in an industry that hasn’t changed in nearly a century, and that doesn’t scare us (well, not all the time) -and even when it does, it doesn’t stop us, it energizes us.

Do you see yourself here? Read on.

Who you are

You are a trustworthy and reliable individual with strong analytical skills. You are a super-communicator, both written and verbal, and you bring a contagious sense of positivity to your work each and every day. You love people, which makes relationship building easy and helps you gain trust quickly with others. Those who know you have described you as empathetic, driven, and organized, and you would describe yourself as obsessed with detail and process-driven.

You have at least one year of call center experience, ideally in tech or e-commerce, and we would be extra impressed if you had additional training or coaching experience. 

What the role is

In this Quality Assurance Specialist position role, you will be an integral part of the Customer Experience team, responsible for identifying the requirements for successful customer experience interactions and measuring how well the Customer Experience Representatives are performing as a whole. You will support the Quality Assurance Team Lead and work hand in hand with training to identify training gaps and process improvements to improve the overall customer experience.

You will have a direct impact in creating a consistent experience and an expectation for our customers of what they can positively expect every time they contact us.

In this role you will:

• Review and score Customer Experience Representatives’ work
• Run coaching sessions with Customer Experience Representatives
•  Assist in new scoring rubric development
• Participate and run calibration sessions with members of the leadership team
•  Identify training gaps & process improvement opportunities

The Other Stuff:

• Competitive salary
• One-on-one professional coaching with an external expert
• Health, Dental and Vision Insurance
• Flexible vacation policy
• 401(K) Plan
• Added perks

You do you.

Drizly is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status

BEFORE YOU APPLY...

We ask that you please remove all identifying information from your resume before you upload it on the next page in an effort to help us remove unconscious bias from our resume review process. Drizly is committed to cultivating an inclusive environment where a diverse group of people can and want to do their best work, and that starts with our hiring practices.

Identifying information includes your name, photos, LinkedIn URL, email address and more.