Role Description
The Quality Assurance Lead is responsible for ensuring a
high-quality standard for all customer-facing work at Peach. They will monitor
and evaluate our teams’ communication, problem-solving, and customer
relationship management skills. They will work across multiple departments at
Peach. From Sales to Car Care to Marketing – this individual will have a full
scope of all customer-facing roles and ensure that our systems are
customer-centric and strong. Your average day will look like monitoring chats,
listening to customer calls, identifying training needs, and supporting the
delivery of those trainings.
You will create processes and systems to ensure that all
new joiners at Peach are at the standard set for delivering strong customer
service. You’ll work closely with the heads of these various departments to
gather the information necessary to create a standard for service and implement
the systems necessary to deliver by that standard.
Roles and Responsibilities
Quality Assurance
- Monitor all calls, chats, and
emails to ensure agents interact with customers according to company
guidelines while solving the client’s needs
- Result: The team knows where
improvements need to be made in customer relationship management.
- Ensure our team is following
scripts and communicating with a customer-centric lens
- Result: Scripts are followed
& customers are satisfied
- Conduct training coaching and
mentorship programming with our customer-facing agents to ensure they
understand the QA metrics
- Result: Sales agents have 1:1
attention from QA lead, supporting their learning and development +
success in the role
- Work to develop a high customer
satisfaction score with something like a CSAT or NPS
- Result: Customer satisfaction
rating is tracked and shows improvement over time
- Implement and design various
projects that facilitate the change and outcomes we’re striving for
- Result: Projects are initiated
to improve the customer experience or journey
- Use analytics and data-driven
insights to identify trends, challenges, and opportunities for our team
- Result: Data is tracked,
analyzed, and synthesized for decision making
- Present reports to senior
management providing insights on team performance and suggestions for
improvements
- Result: Data is presented
regularly and opened up for discussion on what improvements have been
made and what improvements are still needed
Training
- Facilitate the training of our
customer-facing agents to improve their behaviors, sales performance, and
general customer experience
- Result: Trainings are done with
customer-facing agents to improve customer satisfaction
- Work across departments to ensure
that training is beneficial to all teams – and is effective
- Result: All customer-facing
teams are worked with – and initiatives are shared across teams
Requirements
- At least 3 years of
leadership in contact center operations
- Experience with contact
center technology, including quality management tools – with knowledge of
contact center performance metrics analysis
- Experience in gathering and
interpreting customer experience information
- Solid knowledge of online
customer engagement platforms and channels
- Proficiency in MS Office,
as well as CX and CRM software
- Good interpersonal skills
and a customer-centered approach
- Great organizational and
time management abilities
- Superb communication,
collaboration, and problem solving skills
How To Apply
If you meet the aforementioned requirements and are
interested, please submit a CV and answer the below question in 250 words or
less to careers@peach-technology.com.
Recruitment for this role will be conducted on a rolling basis. Question: What
are 3 “must have” metrics when testing for quality? What are 3 factors to keep
in mind when testing quality across departments (i.e. what would the difference
be when testing quality for Marketing vs. Car Care?)