Quality Control Specialist

Our partner the large developer is looking for a Quality Control Specialist to join their team.

Overview

This role will focus on reviewing and ensuring the quality, clarity, accuracy, and professionalism of written communication between our Client Support representatives and clients. As a key part of our B2B support department, your primary responsibility will be to uphold the high standards of communication that reflect the professionalism of our brand and meet our clients' expectations.

Key Responsibilities:

• Review Client Support Communications: Regularly monitor and evaluate written
  communications (emails, chat messages, tickets, etc.) sent by Client Support
  representatives through Intercom to ensure they meet company standards for clarity, accuracy, tone, grammar, and professionalism.
• Ensure Adherence to Guidelines: Ensure all client-facing communication aligns
  with the company’s communication guidelines, tone, and style. Correct and suggest improvements to ensure all written messages are coherent and customer-friendly.
• Provide Feedback and Coaching: Provide actionable feedback to Client Support
  agents to improve their communication skills and ensure adherence to quality
  standards. Provide recommendations on how to improve written responses to client inquiries.
• Identify Patterns and Areas for Improvement: Identify recurring issues or areas
  where communication may be unclear or misunderstood, and propose solutions to improve the overall quality of the support team’s written communication.
• Collaborate with Client Support Team: Work closely with Client Support agents
  and management to understand common client queries and communication
  challenges. Assist in developing templates, scripts, and FAQs to ensure consistency in messaging.
• Track Performance Metrics: Help monitor and report on key performance indicators (KPIs) related to communication quality. Assist in conducting audits of written communications using Klaus to ensure ongoing compliance.
• Continuous Improvement: Stay up-to-date with industry best practices for customer communication and provide insights to continuously improve processes, tone, and messaging strategies.
• Assist in Training: Participate in the onboarding and ongoing training of Client Support agents by providing feedback on communication and offering tips for better client engagement.

Qualifications:

• Experience: 2+ years of experience in a quality control, customer service, or client support role, with a focus on written communication.
• Strong Written Communication Skills: Exceptional grammar, spelling, punctuation, and writing style.
• Attention to Detail: Ability to detect and correct small errors or inconsistencies in communication.
• Analytical Skills: Ability to assess written communication objectively and provide constructive feedback.
• Familiarity with B2B Support: Experience of working in a B2B environment, with an understanding of professional communication norms and client relationships.
• Tools & Software: Proficiency with Intercom (client communication), Slack (team
  communication), and Klaus (for quality control reviews).
• Problem-Solving Abilities: Ability to identify patterns in communications and
  suggest improvements to enhance customer satisfaction.
  
  Preferred Qualifications:
• Quality Assurance Experience: Experience in a quality assurance or control role,
  particularly within a client-facing environment.
• Customer Service Experience: Previous experience working directly in customer service or client support.
• Training Skills: Experience in providing feedback or training for customer service teams.
  
  Personal Attributes:
• Detail-Oriented: A sharp eye for catching errors and improving quality.
• Collaborative: Comfortable working with diverse teams to ensure a unified approach to communication quality.
• Proactive: Eager to identify potential issues before they arise and suggest
  improvements.
• Adaptable: Ability to handle multiple tasks in a fast-paced environment.

Benefits

• Competitive salary and benefits package.
• Remote work from anywhere in the world.
• Working hours: daytime hours as agreed with the manager.
• Employment under a service contract.
• Prospects for career growth.
• Opportunities for professional development and career advancement.
• Collaborative and dynamic work environment.