Remote Scouter

About the Role

We are seeking a meticulous and detail-oriented customer service Quality Assurance Analyst to join our team. The ideal candidate will be passionate about ensuring customer satisfaction and enhancing the overall customer experience. In this role, you will be responsible for monitoring and evaluating customer interactions, identifying areas for improvement, and implementing quality assurance measures to drive continuous improvement.

Responsibilities:

• Monitor customer interactions across various channels (phone, email & chat) to ensure adherence to quality standards and compliance requirements
• Evaluate customer service representatives' performance based on predefined quality metrics and provide constructive feedback
• Identify trends, patterns, and issues affecting customer satisfaction and work with the team to address them
• Develop and implement quality assurance processes and procedures to improve overall customer service delivery
• Conduct regular audits and assessments to ensure compliance with company policies and procedures
• Collaborate with cross-functional teams to implement quality improvement initiatives and drive positive change
• Provide regular reports and insights to management on quality performance and trends
• Stay up-to-date with industry best practices and trends in customer service quality assurance

Requirements:

• Proven experience in customer service quality assurance or a similar role
• Strong analytical skills with the ability to interpret data and identify trends
• Excellent communication skills, both verbal and written
• Detail-oriented with a focus on accuracy and quality
• Ability to work independently and collaboratively in an asynchronous environment
• Zendesk experience is a plus
• Experience with G-Suite is a plus