Quality Assurance Specialist (OH) Customer ServiceColumbusUSA apply now email job description zulily is a retailer obsessed with bringing our customers something special every day. Unique products from up-and-coming brands are featured alongside favorites from top brands, including clothing, home décor, accessories, toys and gifts, giving customers something new to discover each morning at an incredible price. We are fast-paced, innovative and metric-driven, with a team passionate for delighting our customers. Whether you want to work with incredible product selection, develop smart marketing plans, help us in our pursuit of faster fulfillment, or do something else awesome in between, we have a place for you. With locations in Seattle, Reno, Columbus and London, our team is excited to be changing the way people shop every day – and we’re just getting started. SUMMARY The Quality Assurance Specialist is responsible for ensuring customers receive ‘magical’ service that inspires advocates for life by reviewing, documenting and maintaining all activities involving call/email quality assurance. They utilize knowledge of commonly-used concepts, practices and procedures within zulily customer service to ensure we achieve this goal consistently. ESSENTIAL DUTIES AND RESPONSIBILITIES/CORE ACCOUNTABILITIES Evaluates incoming calls & emails to ensure “magical” service is provided on all customer contacts. Ensures QA and management teams are calibrated by participating in and reporting on monthly call/email calibration sessions. Provides actionable data to various internal support groups as needed. Ensures knowledge of business practices by taking 4 hours of calls or escalations each month and by attending all applicable call center trainings. Identifies potential enhancements or content clarifications to call/email models and monitoring forms. QUALIFICATION Strong working knowledge of zulily processes or 1 year of comparable call center/customer service experience Excellent oral, written and interpersonal communication skills. Exceptional listening and organizational skills. Demonstrated ability to work well in a team environment. Dedicated to providing exceptional customer service to internal/external customers. Ability to implement new processes and procedures. Exceptionally rigorous work ethic, adaptable to ever-changing hours and demands. Proficient in MS Excel and Word. zulily is an Equal Opportunity Employer This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employees I-9 to confirm work authorization. zulily/careers/3196/?dept=all&source=Indeed
Posted on: Mon, 29 Sep 2014 19:05:33 +0000
Trending Topics
Recently Viewed Topics
© 2015