Quality Assurance Associate – Customer Service

13 أبريل، 2023

0 0 2 دقائق

الوصف الوظيفي

About Mumzworld

Founded in 2011, with the vision of making a mother’s life easier, Mumzworld has pioneered a revolutionary and gold standard e-commerce shopping experience for all things mother, baby and child in the Middle East region.

Today, Mumzworld prides itself with being the premier, trusted and definitive source of mother baby and child products in the region, with the largest unique range of products. Mothers are at the heart of our brand. We not only strive to ensure that they make the most informed purchase decisions and receive a delightful, seamless and unique online experience, but also that they are empowered and engaged by the most supportive bilingual community. From the region, and for the region, we have impacted a community of over 2,000,000 Mumz and growing. Mumzworld has received numerous international and regional awards, anchoring it as the leader in its space. We are always on the lookout for the smartest, most ambitious talent who share our vision to build a best in class vertical ecommerce business, who are interested in contributing to the larger community and who believe that the only way to build great businesses is by being smarter, faster and more innovative than anyone else. We look for team players who are modest, understated, yet create a loud impact with their results. If that is you, we’d love to chat.

here’s a snapshot of what your responsibilities would include:

You will collaborate with the Customer Happiness Department to ensure that our team consistently delivers outstanding customer experiences.

Evaluating and coaching team members across various channels to meet our organization's quality standards.
Working with a small team to monitor inbound and outbound calls/activities, evaluate agents' performance, provide feedback, track performance, and make recommendations for process improvements.
Conducting mystery calls, analyzing customer complaints, and assisting in developing and implementing quality processes.
Producing customer feedback reports and DSAT through the analysis and investigating complaints pertaining to products and services.
Analyzing the agents’ driven any identified quality issues to ensure prompt resolution in accordance with company guidelines.
Handling the Quality Certification for the new joining Agents.
Providing recommendations for process improvements based on agent development and the customer experience and feedback.