Quality Assurance Customer Service Representative
2 weeks ago
*Description:*
- Review and analyze a variety of customer support interactions across different channels for accuracy and improvement opportunities (phone, email, chat).
- Evaluate interactions based on established quality standards, focusing on areas like accuracy, clarity, problem-solving effectiveness, and adherence to company policies.
- Provide constructive feedback to customer support representatives, highlighting areas for improvement and offering coaching opportunities.
- Identify trends and recurring issues within customer interactions, and recommend process improvements to enhance overall support quality.
- Collaborate with the customer support team to develop and implement new training programs that address identified knowledge gaps or skill deficiencies.
- Develop and maintain quality assurance documentation, including evaluation checklists and coaching guidelines.
- Reviewing and managing the bug issue and resolution process.
- Assist our Development team to test out resolutions to bug tickets and upcoming releases to understand and help with updating documentation and training.
- *
- Qualifications:*
- High School diploma or GED
- min 2 years customer service experience - 1 year has to be in a call center environment handling some type of QA work
- very strong written communication - grammar, punctuation
- Medical, dental & vision
- 401(k)/Roth
- Insurance (Basic/Supplemental Life & AD&D)
- Short and long-term disability
- Health & Dependent Care Spending Accounts (HSA & DCFSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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