We’re looking for a Customer Support quality assurance 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.
— 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.
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.