Customer Experience Quality Assurance Specialist

4 weeks ago


India ELife Transfer Full time
About ELife Transfer

We are a fast-growing start-up headquartered in San Francisco, CA, USA in the heart of Silicon Valley. Our customer base is global, and we recruit worldwide.

Our vision is to provide reliable ground transportation services globally with all types of vehicles.

Our mission is to empower high-quality local fleets.

Corporate Culture
  • Team first
  • Partner-centric
  • Team collaboration
  • Never "not my job", end-to-end ownership
  • Continuous learning and improvement
  • Hard-working and pragmatic
  • Don't be a middleman
  • Result-driven
About the Role

We seek a meticulous and detail-oriented Quality Evaluator to join our team. In this role, you will monitor, analyze, and improve the quality of customer service and operational processes, ensuring a seamless experience for our premium ground transportation clients.

Key Responsibilities
  1. Evaluate customer interactions (calls, emails, and chat) to ensure adherence to quality standards. Audit trip management processes to identify gaps and suggest improvements.
  2. Ensure all communications comply with company policies, service-level agreements (SLAs), and industry regulations. Maintain and enforce a standardized evaluation framework for quality assurance.
  3. Prepare regular reports summarizing quality metrics, trends, and areas for improvement. Analyze customer feedback to identify recurring issues and recommend corrective actions.
  4. Collaborate with team leaders to provide constructive feedback and coaching for service agents. Identify training needs and support the development of training materials to address quality gaps.
  5. Partner with the operations and trip management teams to streamline workflows. Develop strategies to enhance the overall customer journey, focusing on delivering premium experiences.
  6. Utilize quality monitoring tools to track and measure performance. Keep records of quality evaluations and ensure data accuracy for audits and reviews.
What You'll Bring

A strong analytical and observational skills set is essential for this role. Exceptional communication and interpersonal abilities are also required. A proactive mindset with a passion for continuous improvement is a must. Familiarity with ground transportation or logistics processes is a plus.

Salary

The estimated salary for this role is $80,000 - $100,000 per year, depending on experience.



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