Responsibilities:
- Regularly monitor and review live customer service and sales chat conversations to ensure high standards of communication, professionalism, and quality.
- Assess chat interactions for clarity, accuracy, and adherence to company guidelines.
- Evaluate the speed and accuracy of responses to customers' inquiries, ensuring that team members provide timely and helpful information.
- Track and report any delays or lapses in response times to improve customer satisfaction.
- Ensure that sales representatives and customer service agents follow the correct processes for engaging with customers and handling inquiries related to product listings.
- Monitor adherence to the company's tone, branding, and communication standards.
- Evaluate the accuracy of product information shared during chats, ensuring sales representatives and customer service agents correctly describe product features, availability, pricing, and policies.
- Provide constructive feedback to team members based on chat assessments, highlighting areas for improvement and offering guidance on best practices.
- Identify training needs based on recurring issues observed in customer service or sales chats, recommending appropriate training programs.
- Ensure that all chat interactions comply with internal company policies, data privacy regulations, and any industry standards.
- Monitor for any potential violations or risks in customer interactions and address them promptly.
- Track key performance indicators (KPIs) such as customer satisfaction, resolution time, and chat escalation rates.
- Prepare regular reports on chat performance and quality trends, providing actionable insights to management.
- Monitor the resolution process for escalated issues and ensure customer satisfaction.
- Track and analyze customer feedback and sentiment from chat interactions, identifying areas for improvement or potential pain points in the customer journey.
- Work with the customer service team to address negative feedback and enhance overall customer experience.
Qualifications:
- Education and Experience: Bachelor's degree in Business, Marketing, Communications, or a related field (preferred), with 2+ years of experience in Quality Assurance, especially in customer service or sales monitoring, ideally within eCommerce or retail.
- Technical Skills: Proficiency in QA tools, CRM platforms, and analytics tools to track and evaluate customer chat interactions, with strong knowledge of Microsoft Office Suite or Google Workspace.
- Customer Service Expertise: Experience in sales processes, customer service protocols, and managing product listings, with the ability to identify common issues and customer pain points in chat communications.
- Attention to Detail: Strong attention to detail when assessing chat quality and customer interactions, ensuring adherence to company guidelines and improving processes.
- Communication and Collaboration: Excellent written and verbal communication skills, with the ability to collaborate effectively with cross-functional teams like customer service, sales, and product teams.
- Organizational Skills: Strong organizational abilities to track QA data, monitor multiple metrics, and follow up on ongoing issues to ensure continuous improvement.