Quality Assurance Supervisor for a Leading E-Commerce Fashion Brand

Area : Los Angeles, California

Description : Our client is a well-known e-commerce company focused on women's apparel. They are seeking a Quality Assurance Supervisor to supervise an offshore Customer Care QA team and ensure the company's stellar customer service standards are being met. 


- Establish and maintain healthy relationships with clients by conducting regular status and feedback calls

 - Consistently provide quick, thorough, and meaningful interactions to customers through a variety of platforms including email, phone, web submission, and social media

- Demonstrate accountability for achieving key operating metrics through daily performance (i.e., tickets handled, tickets solved, first-touch-resolution, quality, CSAT, NPS, adherence, occupancy, and attendance)

- Actively participate in quality assurance reviews and performance discussions to improve operating metrics and individual performance 

- Train Honduras-based team to ensure quality customer service is practiced on a daily basis 

- Listen in on customer care interactions to monitor adherence to best practices 

- Use available tools including the Customer Care Knowledgebase to maintain proficiency across all channels and assigned skills


- Bachelor's degree, required 

- Experience monitoring quality assurance in call center environment 

-  4+ years of customer service / call center experience / contact center experience

- Experience with Maestro software, highly preferred 

- Strong interpersonal and negotiation skills

- Exceptional attention to detail and quality control

- Ability to organize, prioritize, and reorder workload in a dynamic environment

Published : Oct 30, 2018

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