Customer Support Quality Assurance

Job Description

We are seeking a diligent and detail-oriented Quality Assurance Specialist to join a US fitness app company. As a pivotal team member, you will play a key role in ensuring that our Member Experience Associates consistently deliver high-quality service that aligns with and surpasses established standards.

• Quality Monitoring:  Regularly monitor customer interactions across various channels (phone, chat, email) to assess service quality for diverse customer support teams.
• Feedback and Coaching: Provide comprehensive and constructive feedback to team members regarding their performance & Conduct targeted coaching sessions to address specific areas of improvement and reinforce positive behaviors.
• Performance Analysis: Collaborate with team leaders to identify and address performance issues, proactively identifying trends and areas for improvement, Maintain meticulous records of quality audits, coaching sessions, and performance improvement plans & Generate detailed reports highlighting performance trends and proposing initiatives for continuous improvement.

Job Requirements

• Fluent English Speaker (C1)
• Flexibility with working night & overnight shift (US Times)
• 2 to 3 years of experience in customer service Quality Assurance role.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Familiarity with customer service software and tools.
• Ability to adapt to a dynamic and fast-paced environment.
• Ability to collaborate effectively with team leaders and associates.
• Detail-oriented with a commitment to maintaining accurate records.
• Proficient in generating and analyzing performance reports.