Customer Service Quality Assurance Specialist - Remote

Overview

Join Our Team as a Quality Assurance Specialist – Customer Service Focused! Are you detail-oriented, tech-savvy, and passionate about ensuring top-notch customer interactions? Do you thrive in fast-paced, dynamic environments? If yes, we want you to join our team!

In Short

• Monitor and evaluate agent performance across 5-10 clients.
• Assess customer interactions and ensure adherence to quality standards.
• Maintain in-depth understanding of client-specific policies and expectations.
• Analyze data and generate reports to identify areas for improvement.
• Provide coaching and constructive feedback to enhance agent performance.
• Collaborate with teams to maintain exceptional agent and client satisfaction.

Requirements

• At least one year of experience in a WFH/BPO setup and/or a quality assurance role in customer service.
• Proficient in Google Sheets, Slack, Gorgias, Shopify, and Zendesk.
• Strong understanding of e-commerce and customer service standards.
• Exceptional attention to detail with sharp analytical and problem-solving skills.
• Ability to coach agents effectively and provide actionable feedback.
• A collaborative team player who thrives under pressure and can manage multiple accounts.

Benefits

• $5/hour with annual increases
• Paid Time Off
• Comprehensive Health & Dental Insurance
• Holiday Bonus
• Work from home with flexible arrangements
• Room for advancement as the company grows