Quality Assurance Specialist • Mid-Level

Who you are

You have a strong background in quality assurance, particularly in monitoring and evaluating customer interactions across various channels such as calls, emails, and texts. Your keen eye for detail allows you to identify areas for improvement and provide constructive feedback to enhance overall service quality. You understand the importance of compliance and adherence to company policies, ensuring that all interactions meet established standards. Your ability to communicate effectively with different departments helps facilitate improvements in performance and service delivery.

You are familiar with the technology sector, particularly in areas related to sustainable solutions, and you appreciate the impact of quality assurance in enhancing customer experiences. You thrive in environments where you can contribute to the continuous improvement of processes and standards. Your analytical skills enable you to report on account documentation and compliance effectively, ensuring that the company maintains high service levels.

What you'll do

As a Quality Assurance Specialist at GoodLeap, you will be responsible for monitoring and evaluating interactions between customer representatives and clients. This involves analyzing calls, emails, and text communications to identify strengths and weaknesses in service delivery. You will provide actionable feedback to various departments, helping them enhance their performance and maintain high service standards. Your role will also include reporting on adherence to company policies and compliance, ensuring that all interactions align with established guidelines.

You will collaborate closely with different teams to implement improvements based on your evaluations, contributing to a culture of continuous enhancement in customer service. Your insights will be crucial in shaping training programs and resources for representatives, ensuring they are equipped to provide the best possible service. You will also participate in regular meetings to discuss findings and recommend strategies for improvement, fostering a collaborative approach to quality assurance across the organization.

What we offer

GoodLeap provides a dynamic work environment where you can make a significant impact on customer experiences. You will have the opportunity to work with a team dedicated to delivering best-in-class technology solutions for sustainable living. We value your contributions and encourage you to share your insights and ideas for improving our processes. Our commitment to sustainability extends beyond our products; we also strive to create a workplace that supports your professional growth and development. Join us in making a difference in the lives of homeowners and communities through innovative technology solutions.