Customer Experience/ Quality Assurance Specialist
5d ago

About the Job :

As a Quality Assurance Specialist, you will be responsible for QA management system and monitoring / evaluating call. Creating and analyzing call reports.

Responsibilities :

  • Objectively evaluates and audits customer interactions week over week, hitting their assigned target for the time period in question.
  • Conducts detractor callbacks to document customer sentiment, handing over these insights for process improvement initiatives and reporting, all while hitting the assigned target for the time period in question.
  • Maintains a scoring accuracy of 95% when evaluating customer interactions, to be re-scored by their Senior CE Specialist.
  • Is a subject matter expert in all things that pertain to scoring and evaluations, answering any questions from internal customer about scores given and notes made on interactions.
  • Takes regular trainings and assessments, all while maintaining an assessment average of 90% and above.
  • Achieves the assigned KPIs and targets in a high-pressure environment
  • Models KeepTruckin’s core values in all work.
  • Qualifications :

  • Minimum 1-year experience in Quality assurance, process improvement, or customer-focused operations role.
  • Extensive experience using CRM tools, and Google Apps, especially Google Sheets / Ms.Excel
  • Experience with QA software is a plus.
  • Bachelor’s Degree or equivalent required.
  • Be flexible and ready to switch between day to day tasks and ad-hoc requests.
  • Have exceptional listening, written, and oral skills in English.
  • Be passionate about driving improvements to the customer experience.
  • Be data-driven and solution-oriented.
  • Be comfortable working with, synthesizing, and prioritizing based on large quantities of data.
  • Have the ability to build and maintain quality standards and measures.
  • Be a systems thinker; capable of anticipating the impact of multiple steps in advance.
  • Have the endurance for and enjoy repetitive tasks.
  • Be able to hear hours of calls sequentially without losing their scoring zest and accuracy.
  • Have an insatiable curiosity, coupled with persistence for asking the 5 Why's despite pushback or indifference.
  • Combine their unending need to seek root cause with an uncanny ability to predict stakeholder needs.
  • Find joy in documenting all details with precision.
  • As an equal opportunity employer, we are committed to diversity in the workforce. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally recognized basis, including, but not limited to;
  • race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age (40 and over), national origin or ancestry, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status or any other status protected by federal, state or local law.

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