Quality Specialist

Summary

Join Taskrabbit as a Quality Specialist and play a vital role in ensuring exceptional customer service. You will monitor and assess interactions between customer service teams and end-users, analyze user interactions, provide feedback, and implement quality assurance measures. This remote-first position contributes to enhancing customer satisfaction, maintaining service excellence, and improving internal policies. The role involves evaluating agent performance, identifying areas for improvement, and collaborating with various teams to address issues and enhance service delivery. Taskrabbit offers a competitive compensation package, including base pay, bonus, and benefits, and a supportive, diverse, and inclusive work environment. The company values flexibility and choice while maintaining regular in-person connections.

Requirements

• Experience in Customer Support or Quality & Training
• Analytical & problem solving skills
• Good communication & interpersonal skills
• Detail-oriented with a focus on improvement, and takes pride in a job well done

Responsibilities

• Monitor and evaluate interactions, including phone calls, email, chat, messaging tickets, to ensure adherence to established quality standards, as well as assessing Agent’s communication skills and problem-solving abilities
• Conduct regular evaluations of Agents performance according to our quality rubric, following up with constructive feedback and coaching to improve performance
• Analyse customer service metrics and key performance indicators to identify trends and areas for improvement and provide this feedback to the supervisors
• Identify process improvements to enhance efficiency and customer satisfaction based on our quality rubric
• Provide feedback to Customer Support representatives on areas of improvement based on Quality Evaluation
• Share relevant feedback with the Training & Development Team to ensure onboarding success
• Identify user feedback so that the leadership team may integrate into quality assessment
• Work closely with the Customer Support team to address recurring issues and improve overall service delivery

Preferred Qualifications

Fluency in English is required, and skills in French, Portuguese, Spanish, German or Italian are a welcome bonus

Benefits

• Taskrabbit is a Remote-First Company
• Employer-paid health insurance
• A 401k match with immediate vesting for our US based employees
• Generous and flexible time off with 2 company-wide closure weeks
• Taskrabbit product stipends
• Wellness + productivity + education stipends
• IKEA discounts
• Reproductive health support