Customer Experience Specialist
Há 1 mês
About Otonomee
Otonomee is a fully remote BPO that provides premium customer support to innovative Brands in Healthtech, Fintech, E Commerce, SaaS & Facilities Management. Founded in 2020, headquartered in Ireland, we leverage our remote working model to offer high-quality, flexible, and entrepreneurial Customer Experience.
Competitive Compensation
We offer a competitive salary of 31,000 Euros per year, inclusive of holidays allowances, plus an internet allowance of 20 Euros per month and meal allowance of 7.63 Euros daily. You will also receive equipment provided, home office allowance, and the opportunity for professional growth.
Your Role
We are seeking an enthusiastic detail-oriented Quality Assurance Specialist to join our Member Experience department. As a CX Specialist - Premium Support, you will be responsible for driving forward QA initiatives, ensuring that MX Managers, Member Care Specialists, and partner QA teams receive specific and actionable feedback.
You will collaborate closely with our L&D and Content teams to develop ongoing training and coaching based on QA results. Your key responsibilities will include:
- Conducting weekly QA evaluations and calibration audits to provide feedback for internal MX Specialists and Partner QA analysts.
- Working independently, effectively prioritizing, and managing your time to ensure you're reviewing the necessary number of daily tickets and calibration audits.
- Learning, utilizing, and multitasking across various tools to view account information, research, and review policies & processes while evaluating tickets to provide the best guidance for MX Specialists, teammates, and Partner QA Analysts.
- Monitoring development of newly hired partner QA analysts, MX Specialists & Contractors through careful analysis of progress metrics and direct collaboration with MX Managers and QA Manager.
- Participating in routine QA Calibration sessions with teammates and partner QA Analysts.
- Learning to perform routine data analysis by using data visualization tools, intermediate to sophisticated spreadsheet functions to provide useful, actionable insights to managers and teammates.
- Partnering with L&D, Content, and Tools teams to improve training material, macros, processes, and systems.
- Communicating effectively with the QA team to identify customer pain points and propose solutions to process, policy, user experience, or other areas for improvement.
- Contributing to QA team goals & QA program development.
- Staying up to date with product, training, process, and systems updates.
- Acting as an SME of the assigned CX team's processes & systems.
Your Profile
To succeed in this role, you should have:
- Native Finnish Speaker or C2 level.
- C1 / C2 English Speaker.
- 2+ years of experience in customer support, 1+ year in QA or training position, and ideally in a fast-paced startup environment.
- Experience collecting, synthesizing, analyzing, and visualizing customer support data.
- Strong interpersonal communication skills and ability to build relationships with cross-functional stakeholders.
- A proven track record of high performance in your current role, strong attention to detail, excellent time-management and organizational skills, and a creative approach to solving problems.
- Ability to remain calm and effective under pressure.
- Ability to navigate many systems and tools and understand how they work together.
- Experience using Zendesk, Slack, Google Suite, Jira, Confluence, MaestroQA or other QA software preferred.
- Completion of any Coaching course or Project management experience is a plus.
- BA / BS degree preferred.
About Us
Otonomee is a purpose-driven company and a Certified BCorp since 2023. We encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all. We welcome your unique talents and contributions, our inclusive culture inspires us to be curious, be bold, and speak openly.
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