Quality Assurance Lead for Call Reviews

QUALITY ASSURANCE LEAD FOR CALL REVIEWS

For Essence of Email

About Us

Essence of Email is a marketing agency that focuses on eCommerce. We build innovative email marketing programs to help eCommerce brands grow repeat customers. Our team is a group of resourceful, reliable, and results-driven email marketing experts with a common vision to help companies everywhere maximize their customer lifetime value. Our website:
https://essenceofemail.com

We are looking for a candidate to fill the position of Quality Assurance Lead for Call Reviews. You will be working remotely as a contractor to the Essence of Email company.

Working hours: Monday to Friday, 13:00 — 21:00 CET.

What Does the Quality Assurance Lead for Call Reviews Do?

We are looking for a Quality Assurance Lead that will be responsible for call reviews. To be successful in this role we expect you to have some experience in a call center environment and that you are motivated to further specialize in call reviews and build your expertise in a 100% remote environment.

These are some specific responsibilities:

• Reviews the quality of all company-wide produced calls, including but not limited to Sales calls, Talent Acquisition calls, as well as Client Calls through the use of call recording applications
• Compiles Quality Assurance (QA) call assessments using the QA checklists
• Provides feedback to the team members that conducted the reviewed calls
• Creates and maintains standardized call review checklists
• Extracts call snippets with the most important information shared on the call and shares it with the relevant team members
• Participates in continuous quality improvement initiatives
• Other service-related responsibilities
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Required Profile:

• Minimum of 6 months of previous experience in a call center environment or monitoring calls
• Fluent English (preferably a bachelor’s degree in English)
• Solid communication skills with the ability to provide assertive feedback
• High attention to detail with good judgment skills - while you notice all the details, you still know how to extract the most important information
• Strong listening skills - you prefer to listen than talk but enjoy social interaction

We Offer:

• Essence of Email is a completely remote, but highly organized company meaning that you’ll get to work in a structured and well-developed environment from the comfort of your home
• Surely it’s nice when you can work from your home, beach, or a cabin in the woods, but it’s even nicer when, in addition to that, your company has a great days-off program
• Our team prides itself on following up on its ideas and implementing them so if you like to constantly level up your game, Essence of Email is a great place for you
• You’ll have a constant opportunity to learn about new things and update your knowledge, but more importantly, we will provide you with proper training to prepare you for job that you applied for – strategy, analytics, working knowledge of different platforms (Klaviyo, MailChimp, Justuno, Privy, etc.)
• Our team is on the same page – we do excellent work because performance matters, but we give each other a helper’s hand and the opportunity to grow and develop

Required Competencies:

Communications English (Spoken and Written), Adaptability, Assertiveness, Confidence, Conflict Management, Excellence, Integrity, Intelligence, Likability, Listening, Resourcefulness, Stress Management, Team Player, Independence.

Only the candidates that applied with a resume in English will be taken into consideration.

We will contact only the candidates that meet the profile we are looking for.