Quality Assurance Associate

Who We Are 

Imprint is building a payments and loyalty platform from the ground up to serve modern brands and their customers. Imprint is backed by Kleiner Perkins, Thrive Capital, Stripe, Affirm, Box Group, and leading angel investors, including the CEOs of Skims, AllBirds, WarbyParker, Plaid, and NuBank. We are focused on building a brilliant team who want to change payments and who embody Imprint’s Operating Principles. 

The Team 

The Customer Solutions Team is creating an inspired culture, where team members don’t just answer questions, but solve problems. We view every interaction as an opportunity to educate and empower our customers. We are empathetic, human, and deeply committed to our customers and the brands they love. 

The Job 

Are you passionate about ensuring high quality customer interactions, maintaining compliance and enhancing customer service performance? 

Do you excel in monitoring, evaluating and providing feedback to improve customer experiences in a call center environment? 

We are seeking a detail oriented Quality Assurance Associate to join our team. The ideal candidate will focus on ensuring customer satisfaction and compliance control by monitoring and evaluating the quality of customer interactions in our call center. Your role ensures that Customer Solutions Specialists (CSS) adhere to company standards, policies and procedures. You will play a key role in enhancing the overall customer experience by identifying trends in quality data and providing feedback for improvement strategies. 

Key Responsibilities 

• Monitor and evaluate recorded and live customer calls to ensure adherence to quality standards 
• Providing detailed feedback for coaching sessions to enhance CSS skills and performance
• Collaborate with Team Leaders and Managers to address performance issues and develop improvement plans. 
• Maintain accurate records of call evaluations, feedback and coaching sessions
• Ensure compliance with company policies, industry regulations and quality standards
• Create, analyze and interpret QA reports to identify trends, issues and opportunities for improvement and training needs
• Contribute to the development of training materials and programs on quality assurance processes and customer satisfaction best practices for CSS performance
• Participate in the development and enhancement of QA processes, tools and methodologies 
• Monitor customer feedback and satisfaction scores to identify areas of improvement
• Implement initiatives with the Customer Solutions team to enhance the customer experience

We Are Looking for Folks With 

• 1-3 yrs experience in Quality Assurance, Customer Service, Training or related field
• Keen attention to detail and committing to accuracy 
• Excellent verbal and written communication and interpersonal skills 
• Highly analytical and strong problem solving skills to identify root causes and offer solutions to resolve customer needs 
• Works well independently and as part of a team 
• Heavy focus on the customer with a commitment to delivering high quality service
• Knowledge of financial compliance and credit card processes 
• Ability to provide constructive feedback and coaching effectively 
• Aptitude in multitasking and prioritizing in a fast-paced environment 
• Time management and organizational skills 
• Fast learner with ability to adapt to new QA processes and tools quickly and willingly

Perks & Benefits 

• Competitive compensation, time off and equity packages 
• Leading configured work computers of your choice 
• Fully covered, high-quality healthcare including fully covered dependent coverage
• Additional health coverage includes access to One Medical and option to enroll in an FSA 
• 16 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents 
• An understanding that successful remote work requires flexibility and an appreciation for asynchronous work Access to industry leading technology across all of our business units — stemming from our philosophy that we should invest in resources for our team that foster innovation, optimization, and productivity

Hourly salary range: $27 and competitive equity package 

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Last updated on Aug 28, 2024