Overview

About Us
We’re emater — the parent company behind four DTC brands creating global impact. We handle everything in-house from A to Z: operations, marketing, product development, and customer experience.
Based in Miami with offices in Armenia and Israel, and a team spanning the globe, we’re redefining what’s possible in e-commerce.
How we do it: we combine AI, creativity, and deep customer understanding to deliver results that matter.
Our culture: We invest in our people as much as our brands. Every team member has real opportunities to grow, innovate, and make an impact.
We’re looking for Customer Service Quality Coordinatorto assess and enhance the performance of the customer support team, identify areas for improvement, and implement strategies to achieve excellence in Customer Service.
1. Quality Monitoring
2. Performance Evaluation
– Develop and implement quality evaluation frameworks and performance metrics.
– Conduct regular performance evaluations and provide constructive feedback to enhance agent skills and performance.
3. Training and Development
– Identify training needs and create relevant programs for customer service representatives.
– Organize and conduct training sessions covering customer service best practices, product knowledge, and soft skills.
4. Process Improvement
– Analyze customer service processes to identify bottlenecks and inefficiencies.
– Propose and implement enhancements to streamline operations, reduce response times, and improve customer experience.
5. Customer Feedback Analysis
– Collect and analyze customer feedback, complaints, and surveys to identify recurring issues and trends.
– Collaborate with relevant teams to resolve customer concerns and implement preventive measures.
6. Quality Assurance Standards
– Establish and maintain quality assurance standards for customer service operations.
– Ensure compliance with industry regulations, company policies, and best practices.
7. Reporting and Analysis
– Prepare and present reports on service quality metrics, trends, and improvement initiatives.
– Use insights to drive data-driven decision-making and continuous improvement efforts.
8. Cross-Functional Collaboration
– Work with other departments, including operations, product management, and marketing, to address customer service issues and contribute to company-wide initiatives.
9. Chargeback Handling
– Handle customer chargebacks by reviewing cases, supporting agents, and ensuring compliance with company policies.

Responsibilities:
  • Monitor and evaluate customer service interactions (phone calls, emails, chats, etc.) to ensure compliance with company policies, procedures, and service standards.
  • Identify improvement opportunities and provide feedback to agents.
Required Qualifications:
  • Minimum 2 years of experience in Customer Service Quality Assurance or a similar role.
  • Exceptional written and verbal communication skills with strong English proficiency.
  • Excellent understanding of customer service principles and best practices.
  • Strong analytical skills to interpret data, identify trends, and make recommendations.
  • Ability to provide constructive feedback and coach team members.
  • Detail-oriented with excellent organizational and time management skills.
  • Proficiency in customer service software, CRM systems, and quality monitoring tools.
  • Ability to work collaboratively in a fast-paced, team-oriented environment.
  • Strong problem-solving skills and critical thinking ability.
  • Experience integrating AI into daily workflows
  • Familiarity with e-commerce is a plus.
Benefits:
  • Paid days off, medical insurance, 13th salary, wellness benefits, and referral bonuses.
  • A collaborative, supportive environment where your ideas and professional growth are highly valued.
Note:

✨ Our intelligent job search engine discovered this job and republished it for your convenience.
Please be aware that the job information may be incorrect or incomplete. The job announcement remains the property of its original publisher. To view the original job and its full details, please visit the job's URL on the owner’s page.

Please clearly mention that you have heard of this job opportunity on https://ijob.am.