Quality Assurance Specialist – Chat Service Center

About the Role
We are seeking a detail-oriented and analytical Quality Assurance Specialist to oversee and enhance the quality of interactions within our chat service center. This role focuses on ensuring that our chat workflows meet high standards of professionalism, efficiency, and customer satisfaction while aligning with key performance indicators (KPIs).

As the QA Specialist, you will play a critical role in monitoring, evaluating, and improving the performance of our chat team to drive excellent outcomes.

Key Responsibilities
Performance Monitoring: Regularly review and evaluate chat interactions for quality, compliance, and adherence to workflows and guidelines.
KPI Analysis: Track key performance indicators, such as response times, conversion rates, customer satisfaction scores, and sales per client.
Feedback and Coaching: Provide constructive feedback and actionable insights to chat tea m me mbers to improve their performance.
Process Improvement: Identify trends and gaps in workflows, and recommend enhancements to improve efficiency and client satisfaction.
Quality Standards Development: Collaborate with leadership to define and refine quality assurance standards, scoring systems, and benchmarks.
Documentation: Maintain detailed records of evaluations, feedback, and improvements to track progress and align with team objectives.
Reporting: Create regular reports summarizing quality trends, team performance, and areas for improvement.
Training Support: Assist in training new and existing chat tea m me mbers on quality standards, best practices, and updated workflows.

Qualifications
Experience: Minimum of 2 years in a quality assurance role, preferably in customer service or chat operations.
Skills:
Strong analytical and problem-solving abilities.
Excellent communication skills for providing clear and actionable feedback.
Familiarity with chat workflows, KPI tracking, and quality evaluation tools.
Technical Proficiency: Experience with CRM platforms, chat software, and QA tools.
Detail-Oriented: Ability to identify subtle issues in chat interactions and workflows.
Organized: Capable of managing multiple evaluations and tasks simultaneously.

Preferred Skills
Experience in designing or implementing chat workflows.
Knowledge of customer psychology and sales techniques.
Familiarity with chat service center metrics, such as response times, resolution rates, and client retention.