Customer Experience & Quality Assurance VA

Summary

The job is for a Customer Experience & Quality Assurance VA in the Environmental Service Provider industry. The position requires 20 hours/week, EST shift from 9 AM-1:00 PM, Monday to Friday. The preferred gender is female, and the candidate should be proficient in English and Spanish.

Requirements

• Strong attention to detail and ability to analyze and interpret data
• Excellent communication skills, both written and verbal
• Experience in customer service and quality assurance is preferred
• Proficiency in using quality management software and tools
• Ability to work independently and manage multiple tasks efficiently

Responsibilities

• Review and monitor customer emails and phone calls to document and address concerns, complaints, follow-up requests, and feedback
• Respond to customers promptly and coordinate with relevant company personnel to resolve issues and close out tickets
• Distribute, follow up on, and analyze customer surveys to gather actionable feedback
• Manage and maintain the quality calendar, ensuring all key dates such as audit schedules and customer survey release dates are up-to-date
• Oversee the quality register, ensuring that all quality requirements are current and proactively addressing any that are soon to expire
• Update, manage, and analyze Key Performance Indicator (KPI) dashboards to monitor quality metrics
• Conduct root cause analysis and investigations for reported issues to identify underlying problems and recommend corrective actions
• Prepare and organize paperwork required for equipment maintenance to ensure compliance with company standards
• Input nonconformance data based on audit findings and manage the documentation through the EDCM system to ensure proper tracking and resolution

Benefits

• Competitive rates
• Weekly payments
• Annual rate increase (based on performance)
• Paid time off
• Paid holidays
• Free training and upskilling
• Constant support and guidance from managers and mentors
• Clear schedules and guidelines
• A vibrant community always ready to support you