Marketplace Quality Assurance Specialist

As a Quality Specialist within the Customer Operations Department at Clipboard Health, you will hold a vital role in upholding the quality and excellence of our customer and marketplace operations processes. Your meticulous attention to detail, analytical prowess, and dedication to maintaining uncomfortably high standards will be instrumental in ensuring that our customers receive exceptional service. Join us in our mission to revolutionize healthcare staffing through your contributions to the customer experience. This role sits within our Customer Operations team and reports to the Head of Customer Operations. 

Responsibilities

• Quality Monitoring: Regularly assess customer interactions with support representatives, including calls and emails, to ensure representative adherence to established quality standards.

• Performance Evaluation: Collaborate with management to evaluate the performance of customer operations representatives, identifying areas for improvement and providing feedback that meets our standards.

• Process Enhancement: Continuously review and refine customer operations processes to enhance efficiency, accuracy, and overall quality of service.

• Reporting and Analysis: Compile and analyze quality data to identify trends, issues, and opportunities for improvement.

• Training and Development: Contribute to the development of training materials and participate in training sessions to onboard new customer support team members, emphasizing quality benchmarks.

• Quality Advocacy: Serve as a champion of quality within the department, promoting a culture of excellence and encouraging continuous improvement initiatives.

• Collaboration: Work closely with customer operations managers, team leads, and other departments to address quality-related concerns and align strategies for exceptional customer experiences. 

Must haves

• Experience: Minimum of 3 experience in quality assurance, preferably within a customer support or contact center environment.

• Analytical Skills: Proficient in data analysis for actionable operational insights.

• Uncomfortably high standards: Keen eye for detail and an unwavering commitment to maintaining high standards of accuracy and professionalism.

• Communication: Excellent written and verbal communication skills to provide clear feedback, collaborate effectively, and communicate quality-related findings.

• Problem-Solving: Proven ability to identify root causes, develop solutions, and adapt.

• Adaptability: Flourishes in dynamic, fast-paced settings, managing multiple priorities.

• Tech Proficiency: Familiarity with relevant software tools and platforms used in customer support and quality assurance activities.

• Quality Mindset: Innately driven by excellence.

System Requirements (Equipment not provided - NO CHROMEBOOKS, NO LINUX OS) 

• Minimum 20Mbps wired internet connection

• Minimum i5 processor or equivalent

• Minimum 12GB Ram

• Quiet working environment

• Steady power and internet connection

• Located in the Africa region