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Customer Success QA Executive

Customer Success QA Executive

In a Nutshell:

Job Title:

Customer Success QA Executive

Reports To:

Team Lead Quality Assurance

Job Overview:

Cloudways is seeking a Full Time Customer Service QA Executive, as part of the Platform Operations support division, to help its international technical support team to interact and maintain everlasting customer interactions through daily audit and feedback sessions. As a QA specialist you should be able to gauge the performance of every technical support team member on a daily basis through daily audit along with routing daily reports individually to the team members. Primarily you should possess a great service mentality mindset in order to be able to observe/evaluate customer service, behaviors and communication of the individuals interacting with the customers to ensure maximum QA score for the entire center along with 100% customer’s satisfaction. This role entails managing performance at both a team and individual level as well as mentoring and coaching each team member in their overall performance.

Responsibilities and Duties:

 

  • Must possess at least 2 years of experience as a customer service specialist. Should have prior experience to answer incoming customer interactions via verbal or non-verbal communication.
  • Should possess sound experience of working as soft skills Quality Assurance Executive along with having excellent verbal & written English communication skills.
  • Must be able to analyze customer handling procedures and recommend improvements to provide better service.
  • Should be able to help an international technical support team to interact and maintain everlasting customer interactions through daily feedback and coaching sessions.
  • Should be able to gauge the performance of every team member on a daily basis through daily audit. Daily reports are to be circulated individually to the team members. 
  • Should be able to gauge the performance of every team member on a daily basis through daily audit.
  • Must possess experience in making evaluations and maintaining the evaluation/feedback report for every evaluation of each team member.
  • Should be able to keep a daily check whether the team is improving and ensure the maximum QA score for the entire center along with 100% customer’s satisfaction.
  • Should be able to conduct positive, effective and constructive feedback/coaching sessions in order to help the team to meet the requirements.
  • Must possess sound knowledge on maintaining customer satisfaction ratings based on explicit criteria set forth by the company.
  • Must possess a great service mentality mindset in order to be able to observe/evaluate customer service, behaviors and communication of the individuals interacting with the customers.

 

 

Qualifications:

 

  • Graduate or equivalent. 
  • Work experience in a similar environment. A good understanding of the Customer Service industry and previous Quality Assurance experience is preferred
  • Customer-focused with strong customer service skills
  • Strong Verbal and written communication skills
  • Ability to communicate effectively (listening, presenting and questioning).
  • Must have excellent skills in problem analysis and troubleshooting complex issues as well as trending recurring issues
  • Adept at assessing situations and making decisions
  • Process and Procedure driven
  • A positive attitude is a must. Available for a flexible 24/7 schedule
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