Partner with QA and Training on calibration, quality, and continuous skill development (formal certification delivered through external programs). * Execute the pre-sales and post-sales strategy ...
1 Newegg Quality Assurance Engineer Jobs Hiring Near You
Partner with QA and Training on calibration, quality, and continuous skill development (formal certification delivered through external programs). * Execute the pre-sales and post-sales strategy ...
Newegg Jobs Information
Does Newegg pay people when they’re sick?
Yes. Most people get paid when they’re sick.
67% of people say they would get paid if they were sick but scheduled to work.
Based on data from 6 people who took the Breakroom Quiz between June 2025 and April 2026.
67% of people say they would get paid if they were sick but scheduled to work.
Based on data from 6 people who took the Breakroom Quiz between June 2025 and April 2026.
At Newegg, are sick days and vacation days separate paid time off?
Sick days and vacation days are separate paid time off.
83% of people say they don’t have to use vacation days when they’re out sick.
Based on data from 6 people who took the Breakroom Quiz between June 2025 and April 2026.
83% of people say they don’t have to use vacation days when they’re out sick.
Based on data from 6 people who took the Breakroom Quiz between June 2025 and April 2026.
Do people get paid time off at Newegg?
Most people get paid time off work.
100% of people say they get paid time off.
Based on data from 6 people who took the Breakroom Quiz between June 2025 and April 2026.
100% of people say they get paid time off.
Based on data from 6 people who took the Breakroom Quiz between June 2025 and April 2026.
How easy is it to get time off at Newegg?
Most people find it easy to get time off.
80% of people report it’s easy to get time off.
Based on data from 5 people who took the Breakroom Quiz between June 2025 and April 2026.
80% of people report it’s easy to get time off.
Based on data from 5 people who took the Breakroom Quiz between June 2025 and April 2026.
How easy is it to take sick days at Newegg?
Most people find it easy to take sick days.
83% of people report that it’s easy to take time off if they are sick.
Based on data from 6 people who took the Breakroom Quiz between June 2025 and April 2026.
83% of people report that it’s easy to take time off if they are sick.
Based on data from 6 people who took the Breakroom Quiz between June 2025 and April 2026.
Do people at Newegg feel treated with respect by their managers?
Some people don’t feel treated with respect by their managers.
50% of people say they’re not treated with respect by their managers.
Based on data from 6 people who took the Breakroom Quiz between June 2025 and April 2026.
50% of people say they’re not treated with respect by their managers.
Based on data from 6 people who took the Breakroom Quiz between June 2025 and April 2026.
Do people at Newegg get to take their breaks without interruption?
Most people get breaks without interruption.
83% of people report that they get to take their breaks without interruption.
Based on data from 6 people who took the Breakroom Quiz between June 2025 and April 2026.
83% of people report that they get to take their breaks without interruption.
Based on data from 6 people who took the Breakroom Quiz between June 2025 and April 2026.
Is it stressful to work at Newegg?
Most people feel stressed here.
83% of people say they often feel stressed at work.
Based on data from 6 people who took the Breakroom Quiz between June 2025 and April 2026.
83% of people say they often feel stressed at work.
Based on data from 6 people who took the Breakroom Quiz between June 2025 and April 2026.
Do people at Newegg enjoy their jobs?
Most people don’t enjoy their job.
83% of people report they don’t enjoy their job.
Based on data from 6 people who took the Breakroom Quiz between June 2025 and April 2026.
83% of people report they don’t enjoy their job.
Based on data from 6 people who took the Breakroom Quiz between June 2025 and April 2026.
Do people at Newegg recommend working with their team?
Not many people recommend working with their team.
83% of people report that they wouldn’t recommend working with their immediate team to a friend.
Based on data from 6 people who took the Breakroom Quiz between June 2025 and April 2026.
83% of people report that they wouldn’t recommend working with their immediate team to a friend.
Based on data from 6 people who took the Breakroom Quiz between June 2025 and April 2026.
Do people get enough training when they start at Newegg?
Some people didn’t get enough training when they started.
67% of people report they didn’t get enough training when they started working here.
Based on data from 6 people who took the Breakroom Quiz between June 2025 and April 2026.
67% of people report they didn’t get enough training when they started working here.
Based on data from 6 people who took the Breakroom Quiz between June 2025 and April 2026.
Do people get support to advance at Newegg?
Only some people are given support to advance their career here.
In the last year, 50% of people report not being given support to advance their career here.
Based on data from 6 people who took the Breakroom Quiz between June 2025 and April 2026.
In the last year, 50% of people report not being given support to advance their career here.
Based on data from 6 people who took the Breakroom Quiz between June 2025 and April 2026.
Do people think Newegg’s headquarters understands what’s happening where they work?
Some people think headquarters doesn’t understand what’s happening where they work.
67% of people think that this employer’s headquarters or owners don’t have a good understanding of what’s really happening where they work.
Based on data from 6 people who took the Breakroom Quiz between June 2025 and April 2026.
67% of people think that this employer’s headquarters or owners don’t have a good understanding of what’s really happening where they work.
Based on data from 6 people who took the Breakroom Quiz between June 2025 and April 2026.
Do workers feel well informed about how Newegg is doing?
Only some people feel well informed about how the company is doing.
67% of people feel that they aren’t kept well informed about how the company is doing as a whole.
Based on data from 6 people who took the Breakroom Quiz between June 2025 and April 2026.
67% of people feel that they aren’t kept well informed about how the company is doing as a whole.
Based on data from 6 people who took the Breakroom Quiz between June 2025 and April 2026.
What other companies are hiring for Quality Assurance Engineer jobs?
What are the most popular jobs at Newegg?
CS Technical Support Supervisor
Diamond Bar, CA • On-site
Newegg
• Retail • 501 - 1,000 employees501 - 1,000 employees
Full-time
Posted 19 days ago
Newegg rating
7.8
Based on 6 frontline employees who took The Breakroom Quiz
Job description
Key Responsibilities
Qualifications
Required
Preferred
Leadership & Core Competencies
- Directly supervise the PC / technical support team (Specialists) - hiring, onboarding, coaching, and performance management.
- Set clear goals and deliver regular feedback, development plans, and career growth; conduct one-on-ones and performance reviews.
- Build a customer-first culture - model empathy, professionalism, and low-effort service across the team.
- Own team KPIs - CSAT, AHT, ASA, abandon rate, QA, and service levels - monitoring daily performance and driving improvements.
- Manage staffing, scheduling, and workforce coverage across phone, chat, and callbacks, including peak-season planning.
- Partner with QA and Training on calibration, quality, and continuous skill development (formal certification delivered through external programs).
- Execute the pre-sales and post-sales strategy - turn consultations into confident purchases (conversion, attach, AOV) and resolve issues that prevent returns.
- Stand up and scale new capabilities - on-site troubleshooting, callback scheduling, and remote screen-share / live assist.
- Measure and prove pre-sales revenue impact; report results to leadership.
- Partner with PMs and Marketing on an education-first Knowledge Base and FAQs - improving self-service and reducing repeat contacts.
- Enable the broader CS frontline - cheat-sheets, warm-transfer standards, and knowledge sharing so more technical contacts resolve at first touch.
- Own the training and certification program - onboarding curriculum, CompTIA A+ and Network+ attainment tracking, voucher and budget management, and completion rates - partnering with the Lead on technical content.
- Run quality assurance: call and chat monitoring, scorecards, calibration sessions, and targeted coaching based on observed gaps.
- Own team-level service metrics - SLA attainment, first-contact resolution, escalation rate, handle time, and CSAT - and report performance and trends to CS leadership.
- Own executive and complex escalations end to end; analyze root causes and implement fixes that prevent recurrence.
- Partner cross-functionally with Product Management (category collaboration and escalation path), Tech / Genesys (routing, IVR, chatbot), Logistics, and Marketplace to resolve customer-impacting issues.
- Ensure the team maintains deep technical expertise - personally credible, and developing a senior specialist as the designated technical escalation point (especially where no separate Lead role exists).
- Translate the teams technical root-cause findings into concrete training, process, and staffing actions, and route product or vendor-facing issues to the right partners.
- Own recruiting and onboarding for the team - headcount planning, screening, and ramp serving as technical interviewer.
- Own the operational rollout of the onsite-troubleshooting pilot: staffing model, scheduling, cost tracking, and success criteria, with the Lead owning the technical protocol.
- Leverage AI to raise quality and efficiency - agent-assist (CS Co-Pilot), AI-driven QA, and analytics for root-cause and contact-driver insights - and build it into the team's workflow and self-service.
- Embraces AI and automation to improve the customer experience and scale the team.
- Handle customer contacts directly during peak volume, coverage gaps, and complex cases - staying hands-on, credible with the team, and close to the customer experience.
Qualifications
Required
- Experience supervising or formally leading a customer-facing support, contact center, or technical services team.
- Working understanding of PC hardware and technical support workflows - sufficient to assess quality, coach effectively, and make sound prioritization calls.
- Demonstrated experience with quality assurance practices - monitoring, scorecards, and calibration - in a support environment.
- Experience with scheduling, coverage planning, or workforce management for a shift-based team.
- Track record of developing people: onboarding programs, certification or skills tracking, and performance improvement.
- Ability to deliver direct, specific feedback and manage performance conversations with professionalism.
- Ability to work on-site in Diamond Bar with a schedule aligned to team coverage needs, including some evenings, weekends, and holidays.
Preferred
- CompTIA A+ or an equivalent technical credential.
- Experience in e-commerce, retail, or technical-retail customer service at scale.
- Experience standing up a new service channel, program, or pilot from the ground up.
- Familiarity with CRM/ticketing platforms and support reporting tools.
- Experience managing a team that includes a senior technical individual contributor.
Leadership & Core Competencies
- Builds capability rather than dependency - develops Specialists so that escalation volume falls over time.
- Comfortable managing someone with deeper technical expertise than their own, and secure enough to defer on technical calls.
- Manages by evidence - uses QA data and service metrics to decide where to coach, staff, and invest.
- Direct and fair in feedback; addresses performance issues early rather than letting them compound.
- Stays composed and organized through peak-season volume and staffing crunches.
- Connects day-to-day service quality back to what it costs the business - returns, repeat contacts, and customer retention.
About Newegg
Sourced by ZipRecruiter
Industry
Retail
Company size
501 - 1,000 Employees
Headquarters location
Hacienda Heights, CA, US
Year founded
2001