Quality Associate

About The Role:

As a Quality Associate, you’ll play a vital role in assisting in the delivery of exceptional customer service. You will monitor, assess, and improve the quality of interactions between our Customer Support Teams and end-users, by analysing user interactions, providing feedback, and implementing quality assurance measures. You will contribute to enhancing overall customer satisfaction, maintain service excellence, and improve on internal policies.

As a customer-centric company, Taskrabbit is looking for the right person to help us to continue to grow and improve.

What you’ll work on:

• Monitor and evaluate interactions, including phone calls, email, chat, messaging tickets, to ensure adherence to established quality standards, as well as assessing Agent’s communication skills and problem-solving abilities.

• Conduct regular evaluations of Agents performance according to our quality rubric, following up with constructive feedback and coaching to improve performance

• Analyse customer service metrics and key performance indicators to identify trends and areas for improvement and provide this feedback to the supervisors.Identify process improvements to enhance efficiency and customer satisfaction based on our quality rubric.

• Provide feedback to Customer Support representatives on areas of improvement based on Quality Evaluation.

• Share relevant feedback with the Training & Development Team to ensure onboarding success.

• Identify user feedback so that the leadership team may integrate into quality assessment. 

• Work closely with the Customer Support team to address recurring issues and improve overall service delivery.

Requirements:

• Experience in Customer Support or Quality & Training.

• Analytical & problem solving skills.

• Good communication & interpersonal skills.

• Detail-oriented with a focus on improvement, and takes pride in a job well done.

• Fluency in English is required.

• Available full-time (40 hours / week).

Compensation & Benefits:

At Taskrabbit, our approach to compensation is designed to be competitive, transparent and equitable. Total compensation consists of base pay + bonus + benefits + perks.

The annual gross pay range for this position is $49,000 - $61,000. This range is representative of base pay only, and does not include any other total cash compensation amounts, such as company bonus or benefits. Final offer amounts may vary from the amounts listed above, and will be determined by factors including, but not limited to, relevant experience, qualifications, geography, and level.