Customer Service Quality Assurance Manager

Job Description

Job Description

Vego Garden is making gardening as accessible and sustainable as possible, while encouraging gardening to be an avenue for personal and community development!

Since its successful launch in 2020, Vego Garden has quickly become the leading brand in raised garden beds and one of the fastest-growing consumer brands in the country. In just five years, our rapid growth has led to the establishment of a 200,000-square-foot headquarters and distribution center, along with a beautiful 5-acre farm.

Today, Vego Garden proudly employs over 100 dedicated team members across the U.S. and internationally. Our high-quality raised garden beds are recognized for their durability, eco-friendly materials, and safety for both children and pets. We are proud to be partnering with Costco, ACE Hardware, Home Depot, Menards, Lowe’s, Wayfair, and Amazon.

We owe our success to our loyal customers and passionate team. Through our Vego Garden Kids and Giving Back Program, we have donated more than 3,500 garden beds to schools, underserved communities, and other philanthropic initiatives - helping to grow gardens and give back across the nation by making gardening easier anytime, anywhere! We're proud to be a certified Great Place to Work company!

Vego Garden Inc. is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, ancestry, age, disability, veteran status, or marital status.

Job Purpose:

We are seeking a Customer Service Quality Assurance Manager to join our vibrant team and help us to spread the joy of gardening! In this role you will develop, implement, and oversee quality assurance programs and compliance standards within the Customer Service Department. You will ensure customer interactions, operational processes, and issue resolution activities meet company policies, regulatory requirements, and service excellence standards while driving continuous improvement across customer experience and operations.

If you have relevant experience and are passionate about sustainable living and making a difference, we would love to have you on our team!

Requirements

Quality Assurance & Control

• Develop, implement, and maintain quality assurance and quality control programs for internal customer-facing structures.
• Maintain and develop evaluation criteria and monitoring processes for customer interactions across multiple channels, including but not limited to phone, email, chat, and social.
• Conduct regular audits and evaluations to ensure adherence to quality standards and procedures.
• Monitor service performance and identify trends, gaps, and opportunities for continuous improvement.
• Ensure consistency and accuracy in customer communication, issue resolution, and documentation.

Audit & Compliance Management

• Lead audit and compliance reviews related to customer interactions, claims handling, and operational processes.
• Maintain audit documentation, compliance reports, and corrective action records.
• Investigate compliance concerns and partner with leadership to implement corrective and preventive actions.
• Stay informed of policy and regulatory changes affecting customer service operations.

Data Analysis & Reporting

• Analyze customer service, claims, and operational data to identify trends, recurring issues, and root causes.
• Develop and maintain reports and dashboards related to quality, compliance metrics, claims activity, escalations, and operational performance.
• Track KPIs, including departmental efficiencies, occupancy and SOP compliance.
• Provide actionable insights and recommendations to leadership based on data analysis.

Claims & Operational Issue Tracking

• Oversee tracking and documentation of customer claims, pain point, and operational issues.
• Monitor issue resolution workflows to ensure timely follow-up and closure.
• Identify recurring operational challenges and escalate trends impacting customer experience or product quality.
• Coordinate with internal stakeholders to drive resolution and preventive improvements.

Cross-Functional Collaboration

• Work closely with Product, QC, Supply Chain, Logistics, and Operations teams to address customer concerns and operational issues.
• Facilitate cross-functional feedback loops to improve products, processes, and service delivery.
• Follow up with internal departments to ensure accountability and timely resolution of identified issues.
• Support process improvement initiatives and operational standardization efforts across departments.
• Comply with Company policies and procedures.
• Perform all other duties as assigned.

Required Experience, Skills and Abilities:

• Professional proficiency in Mandarin Chinese is required.
• Bachelor’s degree in Business Administration, Operations Management, Communications, or related field preferred.
• 5+ years of experience in quality assurance, compliance, customer service operations, or related roles.
• Strong knowledge of quality control processes, audit procedures, and compliance standards.
• Experience with claims management, operational issue tracking, and root cause analysis.
• Excellent analytical, organizational, and problem-solving skills.
• Proficiency with CRM systems, reporting tools, spreadsheets, and QA platforms.
• Strong communication and cross-functional collaboration abilities.
• Attention to detail and the ability to manage multiple priorities in a fast-paced environment.

Preferred Skills

• Experience working in e-commerce and DTC companies.
• Knowledge of customer service compliance standards and operational quality metrics.
• Advanced data analysis and reporting capabilities.
• Ability to influence and collaborate across multiple departments.
• Experience driving process improvement and operational efficiency initiatives.

Physical Demands:

This position primarily involves working at a desk and operating a computer for prolonged periods with moderate walking and standing.

Job Location and Work Schedule:

• This is a full-time, hybrid position with 4 days on-site based out of Tomball, TX.
• 13808 Boudreaux Road, Bldg. #2, Tomball, TX 77377.
• Monday through Friday.
• 8:00 AM to 4:30 PM. Lunch break 12:00 pm to 12:30 pm.

Benefits

• The salary range is $60,000-$80,000.
• Flexible Paid Time Off.
• 12 PTO days per year, accrued bi-weekly, with incremental increases annually.
• 7 paid Holidays.
• 401k contribution match of 4%.
• Comprehensive Medical, Dental, Vision, and Life insurance plans. The Company pays 100% of premiums for its employees for Dental, Vision, Life, and select Medical plans.
• Toll Roads Allowance of $100 per month.
• Phone Allowance of $50 per month.
• Professional Development reimbursement.
• Company-sponsored breakfasts and lunches.
• We offer great culture, supportive leadership, engaging activities, employee appreciation, and other perks that make every day at work more rewarding!