Quality Assurance Specialist

Job title : Quality Assurance Specialist

About The Role

• The Quality Assurance Specialist is responsible for maintaining a high and consistent support quality across the team. This involves identifying recurring issues in customer interactions at our different touch points with drivers and ensuring that the needed tools are provided to improve our quality of service.

What You’ll Be Doing

• Manage continuous improvement of all customer touchpoints across the business.
• Maintain and develop internal support and call center quality standards.
• Review a subset of support agents’ conversations (calls, emails, chat, etc) on FreshCaller
• Assess support interactions across the business based on internal standards.
• Accompany evaluations with meaningful and constructive feedback to improve performance with specific instructions and constant support.
• Work with the Customer Success team to create strategies to improve support KPIs.
• Identify gaps in service delivery and map the need for training and onboarding programs, working closely with the Training Coordinator.
• Identify risks of non-conformity to Service Level Agreements across all functions as well as develop mitigation strategies.
• Create timely reports to be shared with all stakeholders.Be a culture champion and positively contribute to the team culture.

What You Will Need For This Position

• Experience in the customer service space.
• Proven track record of data analytical skills.
• Hands-on experience in quality assurance.
• Great people skills and ability to communicate feedback.
• Good organizational skills, and knowledge of goal-setting practices.
• Good data visualization abilities and understanding of support metrics.

Key Metrics
Primary Metrics

• High Net Promoter Score (NPS)
• CSAT score of 100%.
• Support resolution time under 24 hours.
• Reduction in complaints from drivers.
• Increase in Quality Assurance Score per Agent.
• Improved Average Handle Time (AHT)

Secondary Metrics

• Overall Fleet Growth.
• Improved brand image.

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