Job Overview: Drips is seeking a skilled and detail-oriented Conversation Auditor to join our team. The Conversation Auditor will be responsible for evaluating and assessing the quality and effectiveness of customer interactions between Drips and our clients customers, ensuring adherence to established guidelines, and providing valuable insights for continuous improvement. The ideal candidate will have excellent communication skills, a keen eye for detail, and a passion for maintaining high standards in customer conversations. There are multiple shifts under consideration and will include mid-day shifts and evening shifts.
Responsibilities:
- Auditing Conversations:
- Review and analyze customer interactions via text messaging ensuring compliance with company policies and guidelines.
- Evaluate the effectiveness of communication and identify areas for improvement in terms of clarity, professionalism, and customer satisfaction and timing.
- Quality Assurance:
- Suggest quality assurance measures to maintain and improve the overall quality of customer conversations.
- Develop and maintain audit criteria to assess the performance of Chat Agents and identify training needs.
- Develop and maintain audit criteria to assess performance of Drips proprietary conversational engine and identify areas of improvement.
- Suggest conversational improvement methods to leadership.
- Provide data at scale to drive chat agent and software coaching and development.
- Provide Chat Support
- Will be trained to chat as part of auditing and will provide overflow support for times when volume is high.
- Needs to proactively monitor queue and pivot to chat when needed to prevent backups as opposed to addressing them later.
- Feedback and Reporting:
- Provide constructive and actionable feedback to customer service representatives based on audit findings. In addition, provide the same for Drips’ conversational engine.
- Generate regular reports highlighting key performance indicators, trends, and improvement areas to management.
- Training and Development:
- Collaborate with training teams to develop and deliver targeted training programs based on audit results.
- Assist in the creation of training materials and documentation to support ongoing learning initiatives.
- Compliance Monitoring:
- Stay informed about industry regulations and standards related to customer communication.
- Ensure that customer interactions adhere to legal and compliance requirements.
- Collaboration:
- Work closely with cross-functional teams, including customer support, training, and management, to address issues and implement improvements.
- Foster a culture of continuous improvement and excellence in customer communication.
Qualifications:
- Bachelor’s degree in a related field or equivalent work experience.
- Proven experience with live chat, customer calls and SMS communication along with auditing, preferably in a customer service or communication-related role.
- Excellent analytical and critical thinking skills with an eye for detail.
- Strong communication skills, both written and verbal.
- Familiarity with customer service software and communication channels.
- Ability to adapt to changing priorities and handle multiple tasks simultaneously.
- Knowledge of industry best practices and compliance standards.
Benefits:
- Flexible Work Environment – AKA your home! During COVID-19’s shelter in place, we quickly shifted to work from home. We’ve now leaned in and begun hiring from a national pool of talent. You’ll see us working in coffee shops, couches, basements, RV’s or enjoying the outdoors. See you on Zoom!
- Health Insurance & 401K – Our competitive benefits package pays up to 90% of your premium, giving you access to great Medical, Dental, Vision, and Life Insurance options.
- Career Opportunities – ‘TEAM’ is one of our core values and your main role will be to help Drips grow in your area of expertise. Opportunities to cross-functionally train and offer ideas that contribute towards the growth of Drips is not only welcome, but it’s also expected.
If you are passionate about ensuring high-quality customer interactions and have a keen sense of attention to detail, we invite you to apply for the position of Conversation Auditor. Join our team and contribute to creating exceptional customer experiences.
