Quality Assurance Customer Service Rep

Pay: $22/hr

Hours of Operation: Monday-Friday 8am-4:30pm

Location: Las Vegas, NV – ONSITE

Start Date: 9/16th

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

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This temporary role may be eligible for the following:

• Medical, dental & vision
• 401(k)/Roth
• Insurance (Basic/Supplemental Life & AD&D)
• Short and long-term disability
• Health & Dependent Care Spending Accounts (HSA & DCFSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)