Job Title: Quality Controller
Position Type: Contract, Full-Time, Remote
Working Hours: PST/ EST
About Pavago
Pavago is seeking a detail-oriented Quality Controller for our client to uphold exceptional standards in customer interactions. This role involves conducting thorough assessments of customer service communications, providing actionable feedback, and driving continuous improvement in service delivery.
Responsibilities:
- Quality Assurance and Sales Optimization: Reviewing team member chat interactions to identify and improve communication strategies aimed at maximizing sales and ensuring customer retention. Analyzing customer feedback and market trends to propose improvements in service delivery and product offerings. Collaborating with cross-functional teams to implement process improvements based on quality assurance findings.
- Shift Monitoring and Feedback Delivery : Monitoring team member responses in real-time via CRM tools like Infloww, providing immediate feedback on communication effectiveness and adherence to quality standards throughout shifts lasting 8-10 hours. Conducting regular performance evaluations and setting performance goals for team members based on quality metrics and sales targets.
- Data Analysis and Reporting: Utilizing CRM tools and other data sources to analyze trends in customer behavior and interactions, providing insights and recommendations to enhance sales and retention strategies.
What Makes You a Perfect Fit:
- Analytical Excellence: Strong analytical skills with the ability to identify communication gaps and provide constructive feedback.
- Customer Service and Sales Expertise: Extensive experience in customer service or sales environments, particularly in digital or subscription-based platforms.
- Leadership and Team Management: Proven ability to lead and motivate a team towards achieving performance targets and enhancing customer experience.
- Adaptability and Initiative: Ability to thrive in a fast-paced, dynamic work environment, adapting quickly to changing priorities and business needs.
- Effective Communication: Excellent verbal and written communication skills, with a keen ability to articulate ideas clearly and influence others positively.
- Detail-Oriented and Organizational Skills: Strong attention to detail, ensuring accuracy in data analysis, reporting, and compliance with quality standards.
- Customer-Centric Mindset: Deep understanding of customer needs and behaviors, with a commitment to delivering personalized and exceptional customer experiences.
Required Experience & Skills:
- Desired Background: Background in managing or supervising teams in a customer-facing environment. Experience in implementing and improving customer service strategies. Familiarity with CRM systems and tools for monitoring and analyzing customer interactions.
- Experience: Experience in quality assurance or customer service, preferably in digital or subscription-based services. Track record of achieving or exceeding sales targets and enhancing customer loyalty. Experience in providing constructive feedback and coaching to team members to improve performance.
- Technical Proficiency: Proficiency in using CRM systems for monitoring and evaluating team performance and customer interactions. Familiarity with communication platforms such as Discord, OnlyFans, Telegram, and Google Meet. Ability to utilize data analytics tools to derive insights and optimize customer service strategies.
What Does a Typical Day Look Like?
The Quality Controller starts by reviewing team performance metrics and ongoing customer interactions. They use CRM tools and quality assessment frameworks to analyze communication effectiveness and identify improvement opportunities. Throughout the day, they provide real-time feedback to team members, fostering a culture of continuous improvement. Additionally, they collaborate with cross-functional teams to implement strategies that enhance service delivery and elevate customer satisfaction levels
Interview Process:
- Initial Phone Call: Engage in a brief conversation to understand your experience and suitability for the role.
- Video Interview: Delve deeper into your professional background and assess your skills in a 30-minute call.
- Practical Assessment: Showcase your creative abilities through practical tasks relevant to the role.
- Final Interview: Have a comprehensive discussion with our client to ensure mutual alignment.
- Background Checks: Conduct swift verification of your references and past employment details.
Ready to Apply?
If you excel in maintaining high standards of quality assurance, thrive on providing constructive feedback, and are passionate about optimizing customer interactions, we invite you to apply for the Quality Controller position at Pavago. Your analytical skills and commitment to enhancing service delivery will play a crucial role in our client's success and our commitment to excellence
