Quality Assurance Specialist

The client is a Y-combinator backed AI platform revolutionizing the HVAC, Plumbing, and Electrical industries. Their innovative platform empowers technicians and representatives, enabling them to serve customers more efficiently and boost business revenue. With novel AI features deeply integrated with platforms like ServiceTitan, the client is at the forefront of transforming service delivery in these sectors.

Responsibilities

• Create and manage support tickets for issues or action items requiring follow-up, ensuring proper documentation and resolution.
• Monitor and evaluate customer interactions, including call recordings, to ensure compliance with company standards and best practices.
• Manage all customer email communications, ensuring inquiries and concerns are addressed promptly and effectively.
• Provide feedback and insights to improve customer service quality and enhance the overall customer experience.
• Identify recurring customer issues and collaborate with internal teams to implement process improvements.
• Assist in developing quality assurance frameworks to measure and enhance customer interactions.
• Track and report on key performance indicators (KPIs) related to customer satisfaction and support efficiency.

• Bachelor's degree in Business Administration, Communications, or a related field.

• Experience in customer success, quality assurance, or a related role, preferably within the home services or technology industry.
• Exceptional English communication skills, both written and verbal.
• Strong organizational skills with the ability to manage multiple customer inquiries and follow-ups efficiently.
• Detail-oriented with the ability to create and track support tickets accurately.
• Ability to provide constructive feedback and coaching to improve customer interactions.
• Familiarity with AI platforms and customer service tools is a plus.
• Highly proactive, self-motivated, and able to work independently in a fast-paced environment.