Quality Assurance Specialist (Customer Experience)

The Role! We’re looking for a dedicated client support Quality Assurance Specialist. Your goal is to maintain a high and consistent level of support quality across the team through our different support channels to ensure that we are exceeding our client’s expectations and reaching high levels of client satisfaction. What will you be doing?

• You will be responsible for monitoring and auditing our different client support channels (tickets, chats and calls).
• Providing the necessary coaching for both our current team members and the new hires
• Data Analysis, you will be responsible for analyzing the client support performance data to provide outcomes, insights and findings to uplift and improve the performance of our team.
• Curate, update and communicate our knowledge base
• Occasionally deliver training programs to our new hires
  
  
  

Who are you?

• Outgoing and a strong communicator
• Comfortable looking at and acting on data
• Eager to learn and develop in the team
• Strong monitoring and coaching skills
• Time management skills to avoid violating deadlines.
• Excellent problem solving skills
• Investigation skills and strong attention to details
• Very good Microsoft office knowledge
• Excellent business writing skills
  
  
  

Job requirements

• At least 1 year of experience as a Quality Assurance Specialist
• E-commerce or Logistics Experience is Preferable