Customer Service, Quality Assurance Specialist
To see similar active jobs please follow this link: Remote Customer Success jobs
Overview:
Quality Auditors play a crucial role in ensuring the highest level of quality and customer satisfaction across our Marketplace Operations teams. Success in this position will be measured by your ability to evaluate and improve the performance of our frontline agents who adjudicate worker and workplace disputes, attendance fraud, and other attendance-related concerns. Successful applicants will demonstrate keen attention to detail and hold uncomfortably high standards for excellence. Your efforts will be instrumental in creating exceptional customer experiences that define new standards for Marketplace Operations at Clipboard Health.
Responsibilities:
Conduct regular quality audits of Marketplace Operations interactions, including emails, chats, and phone calls, to ensure adherence to established Guidelines & Standards
Collaborate with cross-functional teams, including Knowledge Ops, Training, and General Support, to align quality assurance efforts with organizational goals and objectives
Identify areas of improvement and provide actionable feedback to team members to enhance customer experience and overall service quality
Participate in weekly general QA calibrations and maintain variance within acceptable threshold
Generate detailed calibration summaries that capture the outcomes and key takeaways from the weekly calibration session
Stay informed about the company's policies and procedures, ensuring that you have the most up-to-date knowledge in a rapidly changing marketplace
Conduct final certifications for new hires at the end of their on-the-job training period by assessing their core competencies and quality of customer interactions
Be an outspoken advocate for our Healthcare Professionals and Healthcare Facilities, bringing the voice of the customer into every team meeting and policy decision
Must haves:
At least 1 year of experience as a Customer Support agent
At least 3 years of experience as a high-performing Quality Auditor
Meticulous attention to detail in evaluating customer interactions and identifying areas for improvement
Exceptional communication skills, both written and verbal, with the ability to provide constructive and actionable feedback
Multitasking skills, a strong aptitude for time management, and the ability to prioritize tasks effectively
Strong interpersonal skills with the ability to work effectively in a team environment
Excellent critical thinking, problem-solving, and analytical skills
Proficiency in using software applications such as Microsoft Excel, Google Suite, etc.
Ability to adapt to new tools quickly and effectively
Embodies the Clipboard Health values of Noticing, Customer-centric, and High Standards
Other expectations:
Given the close collaboration required between this position and Customer Operations Leadership, this position must spend a minimum of 75% of their working hours between 9am-5pm PST.
About the job
Customer Service, Quality Assurance Specialist
To see similar active jobs please follow this link: Remote Customer Success jobs
Overview:
Quality Auditors play a crucial role in ensuring the highest level of quality and customer satisfaction across our Marketplace Operations teams. Success in this position will be measured by your ability to evaluate and improve the performance of our frontline agents who adjudicate worker and workplace disputes, attendance fraud, and other attendance-related concerns. Successful applicants will demonstrate keen attention to detail and hold uncomfortably high standards for excellence. Your efforts will be instrumental in creating exceptional customer experiences that define new standards for Marketplace Operations at Clipboard Health.
Responsibilities:
Conduct regular quality audits of Marketplace Operations interactions, including emails, chats, and phone calls, to ensure adherence to established Guidelines & Standards
Collaborate with cross-functional teams, including Knowledge Ops, Training, and General Support, to align quality assurance efforts with organizational goals and objectives
Identify areas of improvement and provide actionable feedback to team members to enhance customer experience and overall service quality
Participate in weekly general QA calibrations and maintain variance within acceptable threshold
Generate detailed calibration summaries that capture the outcomes and key takeaways from the weekly calibration session
Stay informed about the company's policies and procedures, ensuring that you have the most up-to-date knowledge in a rapidly changing marketplace
Conduct final certifications for new hires at the end of their on-the-job training period by assessing their core competencies and quality of customer interactions
Be an outspoken advocate for our Healthcare Professionals and Healthcare Facilities, bringing the voice of the customer into every team meeting and policy decision
Must haves:
At least 1 year of experience as a Customer Support agent
At least 3 years of experience as a high-performing Quality Auditor
Meticulous attention to detail in evaluating customer interactions and identifying areas for improvement
Exceptional communication skills, both written and verbal, with the ability to provide constructive and actionable feedback
Multitasking skills, a strong aptitude for time management, and the ability to prioritize tasks effectively
Strong interpersonal skills with the ability to work effectively in a team environment
Excellent critical thinking, problem-solving, and analytical skills
Proficiency in using software applications such as Microsoft Excel, Google Suite, etc.
Ability to adapt to new tools quickly and effectively
Embodies the Clipboard Health values of Noticing, Customer-centric, and High Standards
Other expectations:
Given the close collaboration required between this position and Customer Operations Leadership, this position must spend a minimum of 75% of their working hours between 9am-5pm PST.