Job Description
As a Quality Specialist, you’ll play a vital role in assisting in the delivery of exceptional customer service. You will monitor and evaluate interactions, including phone calls, email, chat, messaging tickets, to ensure adherence to established quality standards, as well as assessing Agent’s communication skills and problem-solving abilities. Conduct regular evaluations of Agents performance according to our quality rubric, following up with constructive feedback and coaching to improve performance. Analyse customer service metrics and key performance indicators to identify trends and areas for improvement and provide this feedback to the supervisors.
Identify process improvements to enhance efficiency and customer satisfaction based on our quality rubric. Provide feedback to Customer Support representatives on areas of improvement based on Quality Evaluation. Share relevant feedback with the Training & Development Team to ensure onboarding success. Identify user feedback so that the leadership team may integrate into quality assessment. Work closely with the Customer Support team to address recurring issues and improve overall service delivery.
About Taskrabbit
Taskrabbit is a marketplace platform that conveniently connects people with Taskers to handle everyday home to-do’s, such as furniture assembly, handyman work, moving help, and much more.