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Customer Support Quality Assurance Specialist

Israel - Ramat-Gan · Full-time

About The Position

As a Quality Assurance Analyst (QA) you will be responsible for evaluating the quality of our CX Agents who deal with our existing and potential customers. You will monitor inbound and outbound chat and email responses to assess agents' demeanor, technical accuracy, customer service performance, and compliance with company policies and procedures. You will assist in developing, creating, and implementing quality processes and procedures and make recommendations to improve training materials to enhance the overall experience of Elementor customers.

Work Environment

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 futures one pixel at a time. We provide our users with everything they need to become successful web creators.

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 10M websites powered by Elementor. More than 7% of all websites around the world are built using Elementor!

Responsibilities

  • Perform regular quality audits on chats and e-mails
  • Maintain and publish quality audit reports, analyses, and trendlines
  • Participate in quality compliance improvement discussions 
  • Alert leaders regarding trends and performance reports at the site, regional, director, and individual levels. 
  • Provide actionable data to various internal support groups as needed. Coordinate and facilitate chat/e-mail handling calibration sessions for agents.
  • Provide feedback to agent team leaders and managers  
  • Prepare and analyze internal and external quality reports for management staff review 
  • Periodically research and publish competition analyses about systems, tools, service interactions, and recommendations
  • Participate in monthly and quarterly sessions with leaders to showcase gaps, improvement opportunities, action plans, and implementation of new processes
  • Work closely with tier directors to complete Lesson Learned, Periodic Testing, and more 
  • Work closely with TLs to complete, maintain, and publish Low CSAT analysis with reports that have actionable insights
  • Perform other duties as assigned.

Requirements

  • SaaS Support/Tech Support experience including growth as a Quality Analyst for the support department with 2-3 years of QA experience 
  • Excellent written and spoken English 
  • Tech-savvy and able to pick up new product knowledge quickly
  • Hands-on experience with quality audits with the ability to produce reports and identify opportunities.
  • Willing to work in flexible shifts as required based on business needs
  • A can-do attitude 
  • Strong interpersonal communication skills
  • Six Sigma Certification or a total understanding of Six Sigma concepts will be an asset

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