What are the responsibilities and job description for the Customer Service Quality Auditor position at Dexian?
Job Title: Customer Service Quality Auditor
Duration: 4 months
Location: Philadelphia, PA 19109
Pay Rate: $19.00 - $20.27 hourly
Schedule: Mon-Fri, 9am - 6pm
JOB SUMMARY
Job Description:
Seeking a Quality Audit Coordinator, eCommerce Fan Services. This person will partner with other auditors in support of the Sr. Quality Manager to review and analyze customer interactions to ensure accuracy and quality metrics are met.
How you'll CREATE:
- Perform regular standardized quality audits of customer interaction handling by our team of 100 customer service representatives to ensure consistent and positive service to our customers and adherence to policies and procedures
- Provide feedback reports to Fan Services management on individual audit results and group trends
- Participate in and/or lead weekly quality calibration exercises with vendor support management teams
- Serve as a subject matter expert and team resource regarding customer service process and procedures, policies, quality concerns or issues
- Support customer service training and quality projects or other assignments as needed
- Engage in customer support tickets to ensure consistent knowledge of process and policy are in line with the expectations of customer support agents.
- Collaborate and communicate across various eCommerce teams to assist in projects as needed
- Uphold the policies of the E-Commerce/Merchandising department as stated in the company's Customer Care Help Center.
Bring your VIBE:
- Bachelor's degree in Business, or a related field
- eCommerce or Quality Assurance experience
- Customer Service experience, preferably in retail or eCommerce environment
- A self-starter who is keen to identify opportunities for operational improvement and process documentation
- Experience with workflow software (MS Office, G Sheets, Monday, etc)
- Knowledge of Zendesk
- Excellent verbal and written communication skills, with the ability to adjust as needed
- Adept at working in a fast-paced environment and successfully juggle multiple projects and tasks with tight deadlines
- Extremely detail-oriented and highly organized
- Ability to analyze and report on trends and issues
- Easily adjusts to shifting priorities
- Trustworthy with sensitive information
- 2 years customer service experience
- As support runs 7 days a week, please note that weekend and off hours coverage may be required in line with business needs
Top Skills:
- Attention to detail
- Quality Assurance
- Zendesk knowledge
- Customer service background
- Time management
Dexian stands at the forefront of Talent Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.
Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals. To learn more, please visit https://dexian.com/.
Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.
Salary : $19 - $20