Quality assurance specialist

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/78f5pt

Experteer Overview As Quality Assurance Specialist you will own and elevate the quality of customer interactions across Platform Services, spanning support channels and AI-driven conversations. You'll define QA standards, identify trends, and drive lasting improvements with a coaching mindset. The role builds a new QA function across onboarding, support, partnerships, and service delivery, using NPS, CSAT and Pulse insights to surface root causes. You'll collaborate with cross‐functional teams to ensure feedback informs the roadmap and processes, delivering measurable trust and satisfaction gains. Retribuzione / Benefits Own and evolve QA frameworks, scorecards and standards across the business unit ensuring consistency across service tiers Review and score tickets, calls, AI-driven conversations and complaints against quality standards Recommend process changes to prevent poor outcomes using continuous‐improvement methods (5 Whys, fishbone, Kaizen) Maintain and extend the Social Media Escalation Framework (playbook, triggers, routing, Salesforce workflow)



across departments Capture complaints from third‐party sites (Trustpilot, G2, Shopify) under a unified process Lead customer listening workstreams (NPS, CSAT, Pulse, call monitoring) and translate feedback into actionable themes and actions Provide coaching feedback to Team Leaders and Heads of Function; run calibration sessions for scoring consistency Create training materials to translate QA findings into learning interventions and onboarding improvements Travel to office hubs ~1x/year for calibration sessions and workshops Report quality performance and trends with narrative insights to leadership; elevate risks with recommended solutions Coordinate escalation handling via email, social media and third‐party sites with marketing and service delivery teams Responsabilità 2+ years in a CX/Support QA role in Saa S/Mar Tech or similar environment Coaching mindset focused on enablement and trust Confident communicat

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/78f5pt