Secret Shopping Team Lead

This is a remote work position.

Job Summary

We are looking for a highly motivated and self-driven leader who understands how to get results and can lead a team of secret shoppers

The Secret Shopping Team aims to elevate our research services by collecting data on provider services and evaluating consumer experiences through phone and online inquiries.

This is a new function within our organization, so you will play a role with many hats. You need to have proven experience in problem-solving, process development, process documentation and process improvement.

Duties and Responsibilities

• Deliver the targets defined by the campaign
• Gain a proficient understanding of the project procedures and processes and how we engage and provide value to clients
• Knowledge of customer data research
• Engage shoppers in meaningful coaching sessions. They should be able to hold phone conversations that provide clear, yet concise directions towards development
• Assess shopper calls and provide calibration directions on scoring each shopper call
• Complete performance assessments with accuracy and actionable steps
• Document coaching, and assessments with clarity and timeliness
• Send feedback and updates to managers and other stakeholders through masterfully crafted emails
• Initiate multiple changes in the workplace, including processes, goals, and requirements, while still meeting project expectations
• Play a part in developing supporting documentation for training and operations
• Serve as an intermediary for escalations between agents and consumers
• Highly motivated, process-oriented and driven to meet deadlines and goals
• Proven track record of initiative-building and implementation
• Keep track of personal productivity and be able to work independently with minimal supervision
• Maintains a cordial relationship with agents and is able to build relationships that move performance forward
• Submit high-quality deliverables accurately and within the agreed timeline
• Perform other responsibilities as assigned by the QA Manager.
  
  

Competency Requirement

• Has advanced to expert written and verbal communication skills, BPO Leadership experience in a customer service environment, recently in the last 5 years is highly preferred
• Has at least 5 years of BPO experience, preferably in a work-from-home environment
• Has experience in piloting programs and initiatives
• Has keen attention to detail and familiarity with the use of several remote work tools
• Has excellent analytical and problem-solving abilities and meticulousness
• Has the proven ability to multitask and think outside the box
• Has system requirements as mandated by the project
• Experience in a training and coaching environment is an advantage
• Strong computer skills and knowledge of Google Workspace, ClickUp, Notion and Salesforce is a plus
  
  

Who We Are

At Expertise, we strive to support the best providers in their efforts to serve their local communities. We stand behind every recommendation and we celebrate every happy customer. With over 400,000 providers across more than 200 different industries, we dive deep into figuring out what makes each provider the best in their area of expertise and how to help the reader find the right professional for them. We’re a small and mighty team recently acquired by Marketplace Inc. (ForbesAdvisor). Since 2016 we have built a website that services over 9 million annual visitors and connects them with thousands of local professionals.

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