Quality Assurance Specialist

We are seeking a meticulous and experienced Quality Assurance Specialist to join our Customer Service team. This role is crucial in ensuring that our service quality remains exceptional and that our team adheres to best practices and company standards. The Quality Assurance Specialist will monitor, evaluate, and enhance the quality of customer interactions across chat, calls, and email.
About Us:
iRESTORE Laser is at the forefront of hair restoration technology, committed to providing innovative solutions that combat hair loss and promote healthy hair growth. Our advanced laser hair growth systems are designed to empower individuals with confidence. We are dedicated to delivering exceptional customer service and maintaining high standards in all our interactions.

Responsibilities:
Quality Audits: Conduct comprehensive quality audits on customer interactions across all communication channels (chat, calls, and email) to ensure adherence to company standards and best practices.
Performance Monitoring: Evaluate customer service representatives’ performance, providing detailed feedback and recommendations for improvement.
Training and Development: Assist in the development and delivery of training programs aimed at enhancing the skills and knowledge of the customer service team.
Documentation: Maintain accurate and up-to-date records of quality assessments, feedback, and training sessions.
Process Improvement: Identify areas for process improvement and work with the customer service team to implement changes that enhance service quality and efficiency.
Compliance: Ensure that all customer interactions comply with company policies, procedures, and industry regulations.
Reporting: Prepare and present regular reports on quality metrics, trends, and improvement initiatives to management.
Customer Feedback: Analyze customer feedback to identify trends and areas for improvement, ensuring that customer concerns are addressed effectively.
Collaboration: Work closely with the customer service management team to develop and refine quality assurance strategies and processes.
Qualifications:
Experience: Proven experience in a Quality Assurance role, preferably within a customer service environment.
Attention to Detail: High level of attention to detail and accuracy in evaluating customer interactions and documenting feedback.
Communication Skills: Excellent verbal and written communication skills, with the ability to provide clear, constructive feedback.
Analytical Skills: Strong analytical abilities to identify trends and areas for improvement from customer interactions and feedback.
Technical Proficiency: Proficiency in using quality monitoring software, CRM systems, and Google WorkSpace.
Problem-Solving: Strong problem-solving skills with the ability to think critically and develop effective solutions.
Training Skills: Experience in creating and delivering training programs to enhance customer service skills and knowledge.
Team Player: Collaborative attitude with a willingness to work closely with the customer service team and other departments.
Adaptability: Ability to adapt to changing priorities and work effectively in a fast-paced environment.
Working Conditions:
Schedule: Full-time position with shifts that may vary, including weekends and holidays.
Environment: Remote or in-office environment with a focus on maintaining a quiet, professional workspace.
Benefits:
Competitive salary and performance-based incentives.
Health, dental coverage
Paid time off and holidays.
Opportunities for career growth and advancement.
Join the iRESTORE Laser team and play a key role in ensuring the highest standards of customer service and satisfaction. We look forward to welcoming you to our dedicated and passionate team.