Monitor daily customer support interactions across chats and emails to ensure compliance with Growe’s quality standards and policies;
Provide structured and constructive feedback to customer support agents based on quality assurance (QA) evaluations;
Identify areas for improvement in agent performance and develop action plans for continuous development;
Analyze customer inquiries, identifying trends and recurring issues to enhance service quality;
Create and maintain reports on key quality assurance metrics, such as customer satisfaction scores and resolution effectiveness;
Collaborate with the customer support team to implement best practices and establish measurable performance goals;
Work closely with leadership to refine QA standards and ensure alignment with company objectives;
Contribute to the development and continuous improvement of customer support monitoring processes;
Maintain up-to-date knowledge of Growe’s products and services to ensure accurate evaluations and feedback.
Experience in customer service, with at least 1 year in a quality assurance or specialist role;
Strong analytical skills to assess data, identify trends, and provide actionable insights for improving customer interactions;
Experience with reporting tools such as Excel, Google Sheets, PowerPoint, or specialized QA reporting software;
Proficiency in evaluating and improving customer service processes;
Strong organizational skills to manage multiple evaluations and reports simultaneously;
Excellent attention to detail to ensure accuracy in feedback and assessments;
Ability to provide constructive feedback professionally and effectively;
Proactive problem-solving skills to identify and address service gaps;
Adaptability to a fast-paced environment and evolving customer needs;
Ability to work independently and as part of a team in a remote or office setting.
GROWE TOGETHER: Our team is our main asset. We work together and support each other to achieve our common goals;
DRIVE RESULT OVER PROCESS: We set ambitious, clear, and measurable goals that align with our strategy and drive Growe to success;
BE READY FOR CHANGE: We see challenges as opportunities to grow and evolve. We adapt today to win tomorrow.
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