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Membership Operations Quality Analyst

REQ: REQ-127252 Customer Service

Panasonic R&D
  • Palo Alto, CA, United States
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About Yohana:

Yohana is on a mission to help people find more balance and prioritize well-being. We create integrated software, services, and hardware specifically for modern families, to alleviate their mental load so they can feel present and connected. We are a fully funded independent subsidiary of Panasonic, one of the oldest purpose-driven brands in the world, with leadership from big tech like Google, Apple, Microsoft as well as hypergrowth startups such as Nest, Waymo, Casper.

First up is our Yohana Membership, which just launched in Seattle. It is a personal assistant service designed for busy families – especially moms – to help lighten the mental load of having too much to do. It is the first of many meaningful things we are working on.

We are building a positive, supportive culture from the ground up, where individuals and teams grow together. Maybe you should join us.

About The Role:

Ensuring that we are consistently beating expectations and are always there for our members is vital to the success of the mission here at Yohana. We are looking for a detail oriented Membership Operations Quality Analyst to help ensure that our researchers and assistants are delivering for our members.

Initially, you will work cross functionally with stakeholders across the organization to calibrate on quality standards and KPIs, chat, email, and phone monitoring methodologies, and finalize a standard quality assurance documentation process. Once a QA process is implemented, you would be embedded with the training team to provide a feedback loop on both the quality of the service our team is delivering to our members and the quality of our new hire and ongoing training efforts.

What You Will Get To Do:
  • Create from whole cloth the quality framework we will use to ensure that we are delivering on the promise to our members.
  • Document how we measure what is important in every member interaction and how we report on those findings to the rest of the company.
  • Work closely with the rest of the membership operations team to ensure that feedback loops are in place and we never stop getting better.
  • Regularly review member interactions and research tasks performed by our assistants and researchers and provide feedback to stakeholders as to where we need to improve to live up to standards.
What You Will Bring:
  • 3+ years of experience managing quality in a call center environment.
  • Bachelor’s degree.
  • Incredible attention to detail and ridiculously high standards.
  • Unwavering focus on the member and their experience.
  • Excellent communication skills.
  • Salesforce experience a plus
What We Offer:
  • Opportunity to join a hyper-growth startup on a mission to make well-being attainable for modern families
  • Competitive compensation 
  • Comprehensive benefits: Medical, Dental, Vision, HSA, FSA
  • 401k eligibility 
  • Life & Short Term Disability Insurance
  • Supplemental Medical Coverage
  • Paid Time Off: Accrued Vacation & Sick
  • Employee Assistance Program
  • Group and 1-on-1 Career Coaching
  • Pet Insurance
  • Casual Dress Code
  • Catered Lunch & Snacks
  • Discounts on Panasonic products
  • Company Social Events

We are proud to be an Equal Opportunity and Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, disability status, protected veteran status, and any other characteristic protected by law or company policy. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation. Pre-employment drug testing is required for safety sensitive positions or as may otherwise be required by contract or law. Due to the high volume of responses, we will only be able to respond to candidates of interest. All candidates must have valid authorization to work in the U.S. Thank you for your interest.

REQ: REQ-127252 Customer Service

  • Palo Alto, CA, United States
Apply Apply

As a global policy, Panasonic does not recognize resumes or other application materials submitted from staffing agencies and search firms outside of our system. Therefore, please do not submit resumes or other application materials through the external Panasonic web site or directly to our employees. Any resumes or other application materials submitted through the external web site or directly to employees of Panasonic or any of its subsidiaries or affiliates will not be eligible for any agency fee, and the resume and other application materials will be added to our database for direct recruitment.

Panasonic assigns only certain positions to approved staffing agencies and search firms that have a current agreement with Panasonic in place. Not all positions are eligible for an agency fee.

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