Quality Assurance Officer

About the Company

6thStreet.com is an omnichannel fashion & lifestyle destination that offers 1400+ fashion & beauty brands in the UAE, KSA, Kuwait, Oman, Bahrain & Qatar. Customers can shop the latest on-trend outfits, shoes, bags, beauty essentials and accessories from international brands such as Tommy Hilfiger, Calvin Klein, Hugo, Marks & Spencers, Dune London, Charles & Keith, Aldo, Crocs, Birkenstock, Skechers, Levis, Nike, Adidas, Loreal, and Inglot amongst many more. 6thStreet.com recently opened GCC's first phygital store at Dubai Hills Mall; an innovative tech-led space which combines the best of both online & offline shopping with online browsing & smart fitting rooms.

Overview:

As a Quality Assurance Officer, you will be responsible for monitoring and evaluating our customer service representatives' performance to ensure compliance with company policies and standards. You will provide actionable feedback to improve service quality and customer satisfaction. Your keen eye for detail and commitment to excellence will contribute to our team's success by enhancing the overall customer experience.

Job Duties & Responsibility:

1. Conduct regular monitoring and evaluation of customer service interactions, including phone calls, emails, chat sessions, and social media engagements.
2. Develop and maintain quality assurance standards and processes in line with company objectives and industry best practices.
3. Identify training needs and collaborate with the training department to develop and implement effective training programs.
4. Provide detailed feedback to customer service representatives on their performance, highlighting strengths and areas for improvement.
5. Prepare and present regular reports on QA findings, trends, and improvement opportunities to management.
6. Facilitate calibration sessions to ensure consistency in quality evaluations and feedback across the team.
7. Participate in the development and revision of customer service policies and procedures to enhance quality and efficiency.
8. Work closely with the customer service management team to identify strategies for improving customer satisfaction and loyalty.
9. Stay updated on industry trends and customer service best practices to continuously improve quality assurance processes.

Required Qualifications:

1. Bachelor's degree in Business Administration, Communication, or a related field.
2. Proven experience in a quality assurance role, preferably within a customer service environment.
3. Excellent analytical skills and attention to detail.
4. Strong communication and interpersonal skills, with the ability to provide constructive feedback effectively.
5. Familiarity with quality assurance software and tools.
6. Ability to work independently and as part of a team.
7. Knowledge of customer service metrics and how to interpret them.
8. Proficiency in data analysis and report writing.

Benefits:

1. Full-time role
2. Competitive salary
3. Company employee discounts across all brands
4. Medical & health insurance
5. Collaborative work environment
6. Good vibes work culture.