Quality Assurance Specialist

Moneybox; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

A leading company is seeking a Customer Support and Operations Quality Assurance Specialist to enhance customer interactions and operational quality. The role involves overseeing quality assurance, collaborating with teams, and utilizing AI for continuous improvement. Ideal candidates will possess strong QA experience, excellent communication skills, and a passion for exceptional customer service.

Qualifications

• Experience in quality assurance, preferably in customer-centric environments.
• Strong understanding of QA methodologies and best practices.

Responsibilities

• Lead and expand Quality Assurance across Customer Operations.
• Conduct weekly quality scoring and oversee results.
• Monitor individual and team performance, providing feedback.

Skills

Communication

Data Analysis

Stakeholder Management

Leadership

AI Interest

Tools

Quality Monitoring Tools

Job description

Role Overview

The Customer Support and Operations Quality Assurance Specialist will play a crucial role in continuously improving the quality of our customer interactions and operations. The role will oversee the quality of both bot and human customer support responses, as well as the accuracy of operational processing.

You'll collaborate closely with our Team Leaders, utilize AI to focus on continuous improvement and learning, share insights into customer satisfaction and its impacts, and help our teams provide first-class customer support.

What you'll do

1. Lead and expand Quality Assurance across Customer Operations
2. Conduct weekly quality scoring, oversee, and collate results from the Support, Operations, AML, and Pension Operations teams
3. Develop a comprehensive understanding of Moneybox products and processes to ensure and determine accuracy
4. Work with Team Leaders to improve existing QA frameworks and implement changes
5. Own and optimize QA tooling
6. Use AI to increase the review of customer interactions
7. Review customer conversations with our AI chatbot
8. Collaborate with Heads of Teams on error management
9. Facilitate the rollout of phone CSAT

1. Track and report on team trends
2. Provide regular qualitative and quantitative feedback and reports based on team trends
3. Work with Managers to set performance goals and monitor quality metrics
4. Contribute to developing and implementing improvement initiatives in customer support

1. Help improve team performance
2. Monitor individual and team performance, providing feedback and creating action plans
3. Facilitate feedback and coaching sessions
4. Collaborate with the Training & Onboarding team to ensure skill development
5. Stay updated on industry best practices in customer service and QA

1. Monitor customer sentiment trends
2. Work with Senior Leadership on customer satisfaction reporting methods
3. Analyze monthly CSAT trends and review action points
4. Correlate episodic feedback with quality metrics
5. Integrate feedback from review platforms with quality assessments

Who you are

• Experience in quality assurance, preferably in customer-centric environments
• Strong understanding of QA methodologies and best practices
• Passion for delivering exceptional customer experiences
• Excellent communication, interpersonal, and coaching skills
• Stakeholder management skills and ability to liaise across teams
• Data analysis skills to identify trends and insights
• Proficiency with quality monitoring and reporting tools
• Leadership skills; managing teammates is a potential future scope
• Interest in AI and operational efficiency
• Ability to work independently and lead QA initiatives
• Experience in developing and delivering training programs is advantageous