Customer Experience Specialist

Summary

Join ZipRecruiter's team as a Quality Assurance Specialist and contribute to the success of our customer service and technical support teams. You will be responsible for assessing, improving, and maintaining the quality of their performance through audits and analysis. The ideal candidate is self-motivated, detail-oriented, and analytical. This role involves reviewing team interactions, ensuring adherence to quality control policies, providing feedback, and responding to customer inquiries. You will need strong communication and problem-solving skills, along with the ability to work independently and adapt to change. The position offers a hybrid work environment and a competitive compensation and benefits package.

Requirements

• 2+ years of experience in the areas of Customer Service, Customer Success, with a focus on data analysis
• Expresses ideas and information clearly
• Problem-solves without explicit direction
• Follows best practice methodology
• Understand their area of the product
• Excellent written and oral communication skills
• Coachable and receptive to feedback for continuous improvement
• Ability to effectively communicate with various business partners and leaders
• Self-directed with an ability to work under minimal supervision
• Ability to adapt quickly to change with a sense of urgency
• Detail-oriented, organized, and strong time-management skills

Responsibilities

• Review the quality of work performed by customer-facing teams through live monitoring and the use of call, chat, and email recording systems and applications
• Maintain consistency and regularity in reviewing and scoring interactions
• Assist in maintaining quality initiatives by monitoring adherence to quality control policies and procedures, developing new models, and implementing changes
• Use the quality monitoring system to provide regular feedback to representatives, team leaders, and managers
• Monitor and respond to customer inquiries via online review sites
• Maintain professional and technical knowledge by reviewing professional publications and maintaining awareness of industry standards

Benefits

• Competitive salary
• Exceptional benefits package
• Flexible Vacation & Paid Time Off
• Employer-matched 401(k) plan