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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.
