QA Specialist

Role Overview

*****Please note that this role is only open to current TalentPop employees at this time

We are a fast-growing E-Commerce brand with a lot of opportunity, 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 E-Commerce Space!

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 Team Leads to understand the client’s KPIs
  • Spending time with understanding the opportunities of the agents based on 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 determine 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

• At least 1 year of experience with WFH/BPO setup
• Working knowledge of Google Sheets, Slack, Gorgias, Shopify and Zendesk
• Working knowledge of E-Commerce
• Can work under pressure, you may 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 with the ability to work with minimal supervision
• Internal hires are welcome provided that they are already tenured for 6 months with the company
• For Part-Time
  • 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 required from their current Team Lead

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

Tons of opportunity for internal expansion on the team