A US software product company that creates no-code business automation solutions, from document workflows and contracts to eSignatures and payments.
5 липня 2022

Customer Support Quality Control Specialist (pdfFiller) (вакансія неактивна)

Київ, Вроцлав (Польща), віддалено

We’re looking for a Customer Support Quality Control Specialist that is passionate about finding solutions to difficult problems.
You must be efficient, detail-oriented and great at prioritization.

Please note: its not a QA Engineer role, so its completely unrelated to anything like manual, web testing etc.

Required skills:

— Minimum of 2 years in customer support, with 1 year Supervisor, Team Lead or quality control specialist

— Proficient English, both written and verbal

— High customer service orientation.

— Coaching experience is an asset.

— Strong attention to detail and desire to follow procedures.

— Demonstrated multi-tasking capability and proven success in a fast-paced environment coupled with good time management.

— Strong verbal and written communication skills.

— Friendly, helpful, and creative.

— Great interpersonal skills.

— Open, honest, and empathetic manner when dealing with people.

— High level of integrity, honesty, and judgment.

With us you will enjoy

— Competitive salary, that depends on experience and skills;

— Company stock options;

— Non interest earning loan;

— Paid yoga classes;

— Paid vacations;

— Stable and reliable job;

— Opportunity for training and professional growth within the company;

— Convenient office location in the center;

— Ability to work in a creative and professional team

Tasks and responsibilities:

— Developing and implementing quality assurance policies

— Performing routine inspections and quality tests.

— Ensuring that standards are observed.

— Addressing and discussing issues and proposed solutions with the manager.

— Documenting quality assurance activities and creating audit reports.

— Making recommendations for improvement.

— Creating training materials and operating manuals.

— Accountable for collecting, coordinating, evaluating, and providing data to team leads.

— Providing coaching, feedback, and reporting.

— Meet weekly and monthly evaluation metrics.

— Initiate/run/participate in calibration sessions.

— Support a culture of coaching to meet or exceed quality customer experience satisfaction scores.

— Attend team meetings to cover various topics related to quality.

Key Performance Objectives:
1. Achieve 100% of quality
Educate the team by sharing quality expectations and criteria of evaluations.
Provide quality scores and feedback to the team.
Responsible for flagging agents that may need additional training.

2.Learn key business objectives, timeframes, and requirements associated with each quality goal and task.

Become a quality assurance process and system expert. This includes high level knowledge in quality assurance practices, policies, and specific requirements.
Adapt quickly to any changes in processes.
Able to troubleshoot and report issues that will impact quality.
Recommend changes to processes when applicable, to improve the overall business experience.

3.Understand and improve the key success metrics associated with the quality.

These include:
Achieve weekly/monthly targets as a team effort.
Improve customer satisfaction scores and trends.
Gather information, observe the process, and participate in efforts to constantly look for opportunities to improve current quality assurance processes and agents performance.
Communicate ideas for improvement to the manager regularly.

4.Deliver consistent high quality customer service.

Maintain a positive, respectful, and caring attitude when working with others.
Take personal responsibility for solving issues and finding solutions.

5. Escalate issues as appropriate.
Clearly identify issues including the scope of the problem and relative urgency.
Answer questions and assist in isolating the root cause of problems.
Provide information and insight to the manager to help.

What we offer:
— Full or partial remote work. However, our Kyiv office will be open as soon as it is safe.
— Growth opportunities for every employee with a budget that can be spent on courses, conferences, and events to help you grow and succeed in your career.
— Monthly performance bonuses that reward employee achievements, time, and effort dedicated to the company.
— Open communication with top management empowers every employee to share their thoughts and speak with our CEO, anyone from our leadership team, or other team leads at any time.
— airSlate charity program: the company doubles all donations made by airSlaters.
— Paid English lessons from your first working day.
— Paid vacation (16 working days during your first year at airSlate and 24 days after your first year).
— Full health care coverage for all employees.
— Paid sick leave with a medical certificate / 5 paid sick days per year without a medical certificate. But please stay healthy — vacations are much more enjoyable.
— Employee stock option contract after 1.5 years at the company.
— airSlate Care — we donate 1% of our time and resources to support and develop charitable projects.

After OUR VICTORY, the following will be reintroduced:
— Our Kyiv office will be reopened.
— Free lunches delivered straight to the office.
— Regular athletic activities — yoga, jiu-jitsu, and TRX classes.
— Full-time massage therapist in the office.
— Book Box — order books in Ukrainian or English through the sharing economy.
— airSlate Delivery — every two weeks, every team member receives useful gifts from the company.
— airSlate Kids Club — educational online and offline events for children of employees.

Who we are:

We are technologists, designers, marketers, and educators. But first and foremost, we are friends and colleagues.

We are proud to support Ukraine.

We are proud that the majority of our teammates are Ukrainians.

We #StandWithUkraine, today and always.

Our mission is to provide an easy-to-use, no-code, end-to-end automation solution that empowers individuals and teams to digitize business processes on their own. We believe in giving everyone the opportunity and power to focus on doing what they love while bringing teams, partners, and customers closer together in the process.

airSlate is a global SaaS product company founded in Boston back in 2008. Today, the company develops products aimed at business process automation and digital workflow management with 900,000 regular business customers and over 100M users around the world.

The airSlate brand portfolio consists of four services:

airSlate — no-code automation for business processes

pdfFiller — online PDF editor

signNow — eSignature tool

US Legal — the largest online library of legal forms and other documents

Our products:

airSlate

airSlate (airSlate) automates business processes, helps teams forget about routine work, and empowers them to devote time to things that really matter. airSlate cloud solutions span PDF editing, workflow automation, eSignature workflows, and robotic and document process automation.

signNow

signNow (signNow) is a product that helps users organize work with documents in an automated way: signing, adding a range of fields to a document, requesting signatures from recipients of documents, exchanging attachments, working with group signatures, and requesting payments from others.

pdfFiller

pdfFiller (pdfFiller) is a B2C platform that allows you to manage, create, and edit PDF documents and forms in the cloud. The product transforms a static PDF into an interactive experience for the sender and receiver with an end-to-end document management solution.

airSlate Academy

The airSlate Academy team is building an educational platform based on SaaS products. For now, we have 4 different projects: the airSlate Academy, the pdfFiller Academy, the signNow Academy, and the Partner Academy.

airSlate Academy — www.airslate.com/academy

signNow Academy — www.signnow.com/academy

pdfFiller Academy — www.pdffiller.com/en/academy

Partner Academy — reseller.airslate.com/academy