DESCRIPTION
Shopbop.com is looking for a Quality Assurance (QA) Specialist to partner with the Customer Service Training Manager to achieve explicit department goals through research and querying internal tools. The successful candidate will understand and use business metrics to summarize quality performance, identify solutions and assist the Training Manager in implementing necessary actions. The position requires a focus on details and prior experience working in a fast-paced, customer service environment.
Key job responsibilities
Monitor and report on quality metrics, deep dive and identify trends/root causes
Assist in the delivery of training and development opportunities that support the growth of the customer service department.
Assist in identifying the levers which will drive improvements and have the ability to execute on solutions proposed
Perform review of contacts from all channels to ensure adherence to quality assurance standards
Identify agent performance improvement opportunities through contact evaluations and provide feedback (observations and trends) to Customer Service Managers and the Training Specialist
Work with Customer Service Managers to drive a continuous improvement culture across the department
Work with the Training Manager to identify performance improvement opportunities by analyzing quality data and coaching documentation
Participate in QA calibrations, and identify process improvement opportunities relating to contacts, agent behavior and internal knowledge base gaps
Assist with QA ad hoc projects and create reports in a timely manner
Assist with coordination of QA efforts at all sites
Support the Shopbop Customer Service department during peak times of customer contacts
We are open to hiring candidates to work out of one of the following locations:
Virtual Location – WI
BASIC QUALIFICATIONS
2+ years’ experience in CS, retail, or service industry
High school diploma or equivalent
Proficient skills in Word, Excel, SharePoint, and Outlook
Exceptional communication skills, including the ability to:
Clearly and concisely communicate in writing and speech
Facilitate delivery of training solutions
Proficiency in basic math with ability to compute refunds before and after discounts, apply specified percentages, tiered promotional codes, and partial discounts to orders.
Flexibility with full-time schedule including shift assignments on weekends/evenings
High level of understanding of Shopbop Customer Service operations, Shopbop quality assurance and talent development
Performed within the Shopbop Customer Service department for at least 1 year and remained in good standing during that time.
PREFERRED QUALIFICATIONS
Excellent time-management, organizational, and prioritization skills
Keen eye for detail and high level of accuracy
Aptitude to take on and execute special projects
Self-starter, seeks out new tasks when work is complete
Independently handle increasingly difficult tasks with confidence and composure
Thrive in an ambiguous environment
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $31,700/year in our lowest geographic market up to $56,700/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
