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QA Specialist

This section shows all the skills, qualifications, and requirements an applicant should have in order to become successful in the hiring process.

Role Overview

We are a fast-growing E-Commerce brand with a lot of opportunities, looking to bring on the best-in-class Customer Service QA specialist to help handle inbound Emails, Live Chats, Social media Comments, etc. This is a senior role here at TalentPop and we’re looking to bring on the best! This is your chance to join a winning team, and one of the fastest-growing companies in the Ecommerce Space!

Responsibilities

The following would be the QA Specialist’s daily tasks and responsibilities:
  • Identify clients that are in most demand in measuring and monitoring their quality.
  • Review tickets (Phone, Blended, Emails, and Chats)
    • Touch base with the TLs to understand the client’s KPIs
    • Spending time understanding the opportunities of the agents based on the previous coaching
    • Initiate calibration sessions with the team members on a bi-weekly basis
    • Work with trainers and Team Leads to ensure that our coaching opportunities are properly shared with the agents
    • Identify the different coaching opportunity types
  • Oversight of the maintenance the quality of work of our agents and our Wiki file
  • Support the Team Leads in doing shadowing sessions (tracking) and determines the behavior behind the opportunities.
  • Deliver feedback/reporting results on QA Performance to both agent and Team Leader.
  • Identify trends across different agents/teams that we need to coach on and identify process improvements/additional training which we can collaborate on across different teams
  • Based on QA Coaching Opportunities, collaborate with Trainers to coach agents on areas of opportunity

Requirements

The following would be the requirements for the QA Specialist role:
  • With at least 2 years of experience with WFH/BPO setup and/or;
  • With at least 1 year of experience being a QA Specialist or any quality-related role.
  • Working knowledge of Google Sheets, Slack, Gorgias, Shopify and Zendesk
  • Working knowledge of e-Commerce
  • Can work under pressure. They might be assigned to 5-10 clients for monitoring
  • In-depth understanding of client standards and policies
  • Exceptional agent and client focus
  • Sharp attention to detail
  • Strong analytical and problem-solving skills
  • Meticulous and diligent attributes
  • Can coach agents and present facts and opportunities
  • Great team player and the ability to work with minimal supervision
  • Internal hires are welcome provided that they are already tenured for 6 months with the company.

Additional Requirements

  • For Part-Time/Internal:
    • Should only be working with one client only, this SHOULD NOT overlap with their current schedule
    • Can work during the weekends
    • Has no attendance issues
    • Recommendation Letter required from their current Team Lead
    • Recent QA Scores (non-CS should present attendance and Hubstaff Activity Rating)
  • For Benched Agents:
    • Must complete and pass the Onboarding Week ℅ the Training team
    • Have no existing corrective action
    • Can work during the weekends
    • Has no attendance issues
    • Willingness to complete and should pass the OBW
    • Recommendation Letter required from their last supervisor
  • For Full-Time/External:
    • Can work 40 hours/week
    • Can work during the weekends
    • Has no attendance issues

Perks & Benefits

  • 🏖️ Paid Time Off
  • 🏥  Maxicare Health Insurance + Dental Coverage
  • 🏡Permanent and full-time #WorkFromHome Set-up

Why join us?

🚀 We’re one of the fastest-growing startups in the E-Commerce ecosystem

🏠 Extensive job Stability with multiple customer service positions available

🤝 Work with a collaborative team and environment

:ladder: Tons of opportunity for internal expansion on the team

 

Job Category: Quality Assurance
Job Type: Full Time
Job Location: Remote
Required Experience: 1+ Years Of Experience