Quality Audit Coordinator
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Currently, we are looking for talented resources for one of our listed clients. If interested please reply to me with your updated resume or feel free to reach out to me for more details at (949) 522-6255
On-Site role
Job Description:
Top Skills:
At our organization, we take our mission and values to heart! We are on a mission to offer more and better jobs all over the world! Our goal is to care for you while you care for our clients and get you paid the highest pay possible. All our associates working with us are expected to embrace our RACE values: R - Results Matter, A- Approachable, C - Care, and E - Emergency i.e. work with a sense of urgency.
For more relevant job opportunities please visit our website: Denken Solutions Careers
On-Site role
Job Description:
- Client is 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.
- 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 processes 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 Client Customer Care Help Center.
Top Skills:
- Attention to detail.
- Quality Assurance.
- Zendesk knowledge.
- Customer service background.
- Time management.
- Bachelor’s degree in Business, or a related field.
- eCommerce or Quality Assurance experience.
- Customer Service experience, preferably in a retail or eCommerce environment.
- A self-starter who is keen to identify opportunities for operational improvement and process documentation.
- Experience with workflow software (Microsoft Office, Google 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 juggling 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 of 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.
At our organization, we take our mission and values to heart! We are on a mission to offer more and better jobs all over the world! Our goal is to care for you while you care for our clients and get you paid the highest pay possible. All our associates working with us are expected to embrace our RACE values: R - Results Matter, A- Approachable, C - Care, and E - Emergency i.e. work with a sense of urgency.
For more relevant job opportunities please visit our website: Denken Solutions Careers