QUALITY ASSURANCE LEAD FOR CALL REVIEWS
For Essence of Email
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:
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
- 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
- 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
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.
Essence of Email
Essence of Email is a marketing agency that focuses on eCommerce. We build innovative email marketing programs to help eCommerce brands sell repeatedly. 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.Više o poslodavcu