Customer Service Quality Assurance Specialist

About iRestore Laser
At iRestore, our mission is to restore confidence by providing safe and effective solutions for improving health and beauty.
We are at an inflection point in our growth curve and are searching for a customer success associate to join us on our journey to become a major global beauty brand and hit the $100M mark within the next 3 years.

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Objective: We are seeking a detail-oriented and proactive Customer Service Quality Assurance Specialist to ensure the delivery of exceptional customer experiences. As a QA Specialist, you will play a critical role in maintaining and enhancing the quality of customer service interactions and processes. Your primary responsibilities will include monitoring customer interactions, evaluating performance against established metrics, providing feedback to agents, and collaborating with the customer service team to implement improvements. The ideal candidate will possess strong analytical skills, a keen eye for detail, and a passion for delivering outstanding customer service..

What you’ll do:
> Conduct regular quality evaluations of customer service interactions, including phone calls, emails, live chats, and support tickets.
> Evaluate customer service representatives’ performance based on predefined criteria, including accuracy, adherence to procedures, tone, and problem-solving skills.
> Provide constructive feedback and coaching to customer service agents to improve their skills and performance.
> Collaborate with team leads and managers to develop and implement training programs to address identified areas for improvement.
> Monitor customer service KPIs and metrics to identify trends and opportunities for process optimization.
> Maintain and update standard operating procedures (SOPs) to ensure consistency and accuracy in customer service delivery.
> Identify recurring customer issues and work with relevant teams to implement proactive solutions.
> Participate in calibration sessions with other Quality Assurance team members to maintain evaluation consistency.
> Generate quality reports and communicate findings to the management team.
> Stay informed about industry best practices and customer service trends to continuously improve the QA process.
> Act as a point of contact for customer service representatives regarding quality-related questions and concerns.

Summary of Qualifications:
> Proven experience in customer service or a related field.
> Strong understanding of customer service principles and best practices.
> Excellent communication and interpersonal skills.
> Analytical mindset with a keen eye for detail.
> Familiarity with customer service software and tools.
> Ability to work independently and as part of a team.
> Prior experience in quality assurance or evaluation is a plus.
> Knowledge of customer service metrics and KPIs.
> Proficiency in documenting and updating SOPs.
> Exceptional problem-solving and critical-thinking abilities.

Our Core Values and what we built our culture around:

WE THINK BIG: We have a forward-thinking, growth mindset and always consider the big picture in our decisions

PROACTIVE PROBLEM SOLVER: We use our problem-solving and analytical skills to make data-informed decisions

WE ARE COMFORTABLE BEING UNCOMFORTABLE: We work together to iron out improvements or changes to achieve goals

OPEN & HONEST COMMUNICATION/FEEDBACK: We communicate and share feedback with each other with radical candor and transparency

CONTINUOUS LEARNING & IMPROVEMENT: We are always improving the way we work and challenging each other to bring new ways of thinking to the table

PASSIONATE ABOUT WHAT WE DO: We strive to motivate and empower each other to contribute to a positive team culture