CX Quality Specialist
About The Position
Being a CX Quality Specialist at Elementor requires a holistic quality approach. It isn’t just about testing, it’s about promoting a culture of continuous quality improvement through customer service and interactions, performance, workflow and procedures, and monitoring, while constantly striving for process improvements.
As a CX Quality Specialist, you will be an integral part of the quality specialists team, each is the quality domain owner of several teams in the CX department. You would implement and empower our quality strategy and lead various quality efforts and projects in parallel.
Work Environment
What do we do?
Elementor is the leading website-building platform for WordPress professionals.
Our vision is to empower web creators - developers, designers, and marketers, with the ability to create their future one pixel at a time. We provide our users with everything they need to succeed.
A new website is created every 10 seconds using Elementor!
Since we launched in Israel in 2016, we have expanded to more than 180 countries, with more than 17M websites powered by Elementor. About 11% of all websites around the world are built using Elementor!
How do we do it?
At Elementor, we’re building the future of web creation.
We believe in empowering our employees and our users, enabling people to grow.
Creativity, professionalism, curiosity, motivation, and friendship are the driving forces behind our journey, and we take great pride in the people of Elementor who lead the company’s constant scaling.
We recorded and filmed a podcast specifically for you.
We recommend watching or listening to better understand the story behind the team, the essence of the role, and how to optimally prepare for the next step in your recruitment process.
Responsibilities
- Investigating Kustomer (CRM software) conversations according to different criteria to find trends and providing detailed analysis reports
- Customer Service quality control by monitoring KPIs, dashboards and ongoing POCs.
- Conduct Customer interviews as part of the quality valuable cases investigation
- Working closely with Hosting and Plugin agents on quality processes and initiatives
- Monitor release processes and assist agents in experiencing new features implementation on Kustomer
- A key figure in the implementation and refining of new quality initiatives, processes, and protocols
Requirements
- Sharp, analytical, and a quick learner
- A collaborator with great communication skills who is gifted at working with others.
- Organized, with project management and methodological approach
- Detail-oriented, yet excellent at “connecting the dots” in the big picture
- Outstanding flaws, gaps detection abilities, and proven analytical skills for root cause inquiry.
Experience:
- 1+ years working at Elementor.
- Experience in creating websites with Elementor
- Experience in bugs and failures detection and root-cause analysis (related to Elementor products- an advantage)
- Experience operating customer and customer support methodologies and processes.
- Excellent project management and communication skills
- Familiarity with customer tickets quality analysis process- An advantage.
- Experience in manual testing of systems and integration processes- An advantage.
- High level of English - written and verbal - Must