Who You Are:
Highly detail-oriented. You can see the smallest details and know how the data you generate affects the bigger picture.
Self-motivated. You are reliable and meet deadlines.
What You'll Do:
- Monitor and evaluate quality for our BPO.
- Focus on data integrity
- Produce the best results
- Become an "expert" on support processes and make recommendations towards next steps based on rider and partner satisfaction.
- Identify root causes and find critical areas to promote improvement internal opportunities as well as in training, process and policies.
- Gather key insights from the QA process to recommend quality improvements and make key business and product decisions.
- Provide quality intelligence to help Team Leads close loops and provide feedback to Customer Support Agents.
Basic Qualifications:
- Previous experience (2+ years) in customer support, service, manufacturing or distribution in a high-volume work environment
- Intermediate English proficiency (B2).
- Intermediate Excel / Google Sheets knowledge.
- Exceptional reading comprehension and writing skills — must be able to connect what users are asking for with answers to their issues.
- Passion for helping others and creating support experiences that exceed customer expectations.
- Ability to provide actionable qualitative feedback with quantitative data.
- Must work well in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve processes on behalf of users.
- Ability to analyze data and present findings coherently and confidently.
Preferred Qualifications:
- (1+ years of experience) in QA (either phone or email).
- Advanced English level
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to .