Quality Assurance Specialist, Customer Care
Core
Evaluate customer care interactions via call recordings and emails, score them using a QA rubric, and deliver constructive coaching to representatives to improve CSAT and case handling.
Role type
Quality Assurance Specialist (Customer Care)
Builds
Customer care quality assurance program and team performance improvements
Domain
Customer Support / Contact Center
Deliverable
dashboards & analysis
Required skills
Quality assurance auditing, coaching delivery, data analysis, CRM proficiency, process improvement, conflict resolution
Preferred skills
High-volume contact center experience, support ticketing platforms (Salesforce, Intercom), quality management software
Responsibilities
Listen to call recordings and review email correspondence to evaluate case handling; Score interactions using a QA rubric and share audit results; Deliver timely, constructive coaching to representatives; Research and resolve escalated customer concerns; Identify process gaps and recommend workflow changes; Handle customer inquiries by phone and email regarding grading and vault services.
Seniority
Mid-level, hands-on IC