Customer Service Quality Assurance Specialist

As the Customer Service Quality Assurance Specialist, you are responsible for evaluating and reporting the quality of service provided by our Vietnam customer service live chat agents. You will monitor the channels and touch points that our customers interact with us in, completing a monthly analysis of the communication flow from our team. You will collaborate with the Customer Service lead to identify opportunities and train our customer service specialist to improve the level of quality of service we aim to provide. You are a team player with a passion for innovating processes and collaborating effectively with the Customer Service Leadership team to improve our Quality Monitoring tools and ensure the consistency of our coaching sessions.

Key responsibilities and accountabilities:
• You are responsible for completing four Quality Assurance coaching session per month for each Customer Service representative
• You organize regular calibration meetings with the Customer Service Leadership team to ensure consistent alignment and effectiveness of identifying opportunities for improvement
• You collaborate with the Customer Service lead to develop training resources for the Customer Service Representatives
• You provide mentoring and support for Customer Service representatives and Senior Representatives to elevate the quality of our service
• You support the development and documentation of Quality Assurance strategies
• You are a resource to the team by sharing broad knowledge of service procedures and product knowledge
• You continuously seek out the benchmark industry trends and best practices for Quality Assurance
• You support the Customer Service Leadership team with projects and initiatives by providing feedback and insight

Additional experience, education and/or skills (required):
• You have 2+ years of Customer Service or Sales work experience, preferably in online e-commerce or a similar industry
• You have strong leadership skills with the ability to manage meetings and present information
• You have strong communication skills, both interpersonal and brand voice
• You are driven to enable others to perform at their highest level
• You have experience delivering training materials and coaching others
• You have previous experience in building reports and identifying trends
• You are proficient in Google docs. sheets and slides
• You have the ability to work well independently and with a team
• You remain highly flexible and adaptable when faced with ambiguity
• You are able to balance autonomy and collaboration
• You inspire breakthrough thinking and continuous improvement
• You seek the best (but sometimes not the easiest) solutions, with an unwavering commitment to do what is right
• You have a solution-oriented approach to problem solving
• Your passion for your work is paralleled by your passion for getting outside and living it

Additional experience, education and/or skills (assets):
• Previous formal sales and/or customer service training
• Self-driven, problem solver always looking for a better way of getting things done

- 12 days paid leave to start, paid leaves increases with seniority
- Opportunity for career advancement. Training provided for technical and leadership skills
- 13 month salary and great benefits

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