Superpedestrian is hiring a
Customer Service Quality Assurance Associate in Turkey

Summary

The job is for a Turkey-based Customer Service Quality Assurance Associate at Superpedestrian. The role involves developing and implementing customer service training, data analysis, designing and developing training curriculum, providing onboarding and performance improvement training, improving and maintaining knowledge base systems, documenting processes, best practices, and standard operating procedures, proposing and implementing metrics, reports, tools, and other resources, preparing and analyzing internal and external quality and performance reports, and monitoring, evaluating, and coaching on the quality and performance to established standards.

Requirements

• Bachelor's degree or 2 years of equivalent experience in contact center, quality assurance, and process improvement experience
• Excellent written and verbal communication skills
• Ability to manage one’s own time and to formulate priorities to manage several tasks at once without frequent direction
• Solid project management skills
• Proficiency in Google sheets/Excel and Google Slides/Power Point required; Zendesk and knowledge base experience are a plus

Responsibilities

• Supports the development and ongoing implementation of the customer service training, knowledge base, and quality programs
• Executes a structured program and methodology for conducting data and process analysis
• Works closely with business stakeholders and SMEs to perform needs analysis, design and development of training curriculum and supporting resources
• Provides onboarding and performance improvement training to LINK customer service associates and third party customer service organization
• Provides needs analysis and makes recommendation for enhancements and development of training materials and job aides
• Improves and maintenance of knowledge base systems and databases ensuring all SOPs are documented and accessible
• Documents process, best practice, and standard operating procedures and identifies opportunities to improve efficiency and customer experience
• Proposes and implements metrics, reports, tools and other resources to quantify and analyze results using root cause and process flow analysis
• Prepares and analyzes internal and external quality and performance reports
• Monitors, evaluates, and coaches on the quality and performance to established standards

Preferred Qualifications

Experience in documentation development, training, coaching and influencing teams preferred