Quality Assurance Representative

Now Hiring for the Quality Assurance Department!

Pay Rate: $22/Hr. weekly pay

Schedule: Mon-Fri 8:00am-4:30pm Full-Time

Location: Las Vegas, NV 89120 - ONSITE

Job Description:

QA for all channels to audit customer service interactions - phone, email, chat, text

Will also work moderation queues -the company has to review anything that's on a person's dating profile needs to be QA'd by this team

Give constructive feedback to CSRs based on their QA findings

Will communicate regularly with their offshore QA team in the Philippines

• Review and analyze a variety of customer support interactions across different channels for accuracy and improvement opportunities (phone, email, chat).
• Evaluate interactions based on established quality standards, focusing on areas like accuracy, clarity, problem-solving effectiveness, and adherence to company policies.
• Provide constructive feedback to customer support representatives, highlighting areas for improvement and offering coaching opportunities.
• Identify trends and recurring issues within customer interactions, and recommend process improvements to enhance overall support quality.
• Collaborate with the customer support team to develop and implement new training programs that address identified knowledge gaps or skill deficiencies.
• Reviewing and managing the bug issue and resolution process.
• Assist our Development team to test out resolutions to bug tickets and upcoming releases to understand and help with updating documentation and training.

Qualifications:

- High School diploma or GED

- min 2 years customer service experience - 1 year has to be in a call center environment handling some type of QA work

- very strong written communication - grammar, punctuation and attention to detail