Customer Service Quality Assurance Specialist

Join Our Team as a Quality Assurance Specialist – Customer Service Focused!

Are you detail-oriented, tech-savvy, and passionate about ensuring top-notch customer interactions? Do you thrive in fast-paced, dynamic environments? If yes, we want you to join our team!

What You’ll Do:

As a Quality Assurance Specialist (Customer Service), you'll play a pivotal role in upholding service excellence across multiple accounts. You’ll work closely with agents and clients to monitor performance, provide actionable feedback, and ensure customer service standards are consistently met.

Disclaimer: This role focuses solely on evaluating customer interactions—there is no involvement in software or product testing.

Key Responsibilities:

1. Monitor and evaluate agent performance across 5-10 clients
2. Assess customer interactions and ensure adherence to quality standards
3. Maintain in-depth understanding of client-specific policies and expectations
4. Analyze data and generate reports to identify areas for improvement
5. Provide coaching and constructive feedback to enhance agent performance
6. Collaborate with teams to maintain exceptional agent and client satisfaction

What We’re Looking For:

1. At least one year of experience in a WFH/BPO setup and/or a quality assurance role in customer service
2. Proficient in Google Sheets, Slack, Gorgias, Shopify, and Zendesk
3. Strong understanding of e-commerce and customer service standards
4. Exceptional attention to detail with sharp analytical and problem-solving skills
5. Ability to coach agents effectively and provide actionable feedback
6. A collaborative team player who thrives under pressure and can manage multiple accounts

Technical Requirements:

1. Laptop/Desktop: Ryzen 5 or Core i5 processor (or higher)
2. Internet: Stable connection of at least 20 Mbps (with a backup)
3. Power: Backup power source for uninterrupted work
4. Headset: Reliable headset for meetings and call monitoring

Compensation and Benefits:

1. $5/hour with annual increases
2. Paid Time Off
3. Comprehensive Health & Dental Insurance
4. Holiday Bonus
5. Work from home with flexible arrangements
6. Room for advancement as the company grows

Why Work With Us?

1. Be part of a supportive and dynamic team
2. Opportunities for growth and skill development
3. Work from the comfort of your home while collaborating with global clients

If you’re ready to raise the bar on customer service quality, we’d love to hear from you. Apply now and make an impact.

Only applications submitted through the provided application link will be prioritized.