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
- 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
- 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
Tons of opportunity for internal expansion on the team