Quality Assurance Supervisor for a leading e-commerce fashion brand

Name:
Kate Pletcher; [email protected]

Description:
Our client is a well-known e-commerce company focused on women's apparel. They are seeking a Quality Assurance Supervisor to supervise an offshore Customer Care QA team and ensure the company's stellar customer service standards are being met.

Responsibilities: - Establish and maintain healthy relationships with clients by conducting regular status and feedback calls - Consistently provide quick, thorough, and meaningful interactions to customers through a variety of platforms including email, phone, web submission, and social media - Demonstrate accountability for achieving key operating metrics through daily performance (i.e., tickets handled, tickets solved, first-touch-resolution, quality, CSAT, NPS, adherence, occupancy, and attendance) - Actively participate in quality assurance reviews and performance discussions to improve operating metrics and individual performance - Train Honduras-based team to ensure quality customer service is practiced on a daily basis - Listen in on customer care interactions to monitor adherence to best practices - Use available tools including the Customer Care Knowledge base to maintain proficiency across all channels and assigned skills

Requirements: - Bachelor's degree, required - Experience monitoring quality assurance in call center environment - 4+ years of customer service / call center experience / contact center experience - Experience with Maestro software, highly preferred - Strong interpersonal and negotiation skills - Exceptional attention to detail and quality control - Ability to organize, prioritize, and reorder workload in a dynamic environment