About You:

You are a natural teacher who is comfortable with a diverse group of call center professionals working in-house, remotely, or overseas. You are familiar with internet operations, online and in-house sales of manufactured goods such as e-bikes, accessories, and apparel. You are familiar with warehouse fulfillment, basic supply chain, and some basic mechanical and electrical terminology (motor, controller, display, battery, brakes, tires, etc.). Previous experience in online internet retail is a big plus. You have an opinion about the use of the Oxford comma. You know who said that a semicolon is just a way to show you’ve been to college.

About The Role:

SUPER73 is searching for a Customer Service Quality Assurance Specialist to serve our team based in Irvine, CA. The purpose of this position is to:

• Stimulate a fun learning environment to keep the team engaged, focused, enthusiastic, and well-trained. 
• Create systems according to best practices to constantly improve overall customer experience and representative performance. 
• Read customer emails and chats and listen to customer phone calls for quality assurance and compliance purposes. 
• Grade the contacts according to a standard rubric. Maintain score sheets. Tabulate the data.
• Schedule and coordinate regular weekly meetings with the Customer Service representatives and their supervisors and department leadership to review the contacts and the scores and lessons learned and assign corrective actions such as reaching back out to the customer to close a contact.
• Create and update internal and external document libraries. Edit related documents and indexes accordingly. 
• Schedule and lead QA presentations to the assembled team members and leadership on a weekly and monthly basis. Share common errors, lessons learned, correct procedures, and answer questions. 
• Present regular knowledge base quizzes and interactive activities.
• Identify trends and share with relevant parties. Collaborate with leadership on procedural corrections.
• Train our US Team in Irvine, California and our EU Team in Amsterdam, Netherlands, and additional continents in future.

QUALIFICATIONS:

• Authoritative presence in one-on-one settings and classroom leadership
• Approachable presence that encourages an open environment of learning
• Minimum three years call center QA experience required 
• Expert in Stella Connect
• Proficiency in Word and Excel
• Familiar and comfortable with Zendesk and Shopify
• Excellent verbal and written communication skills
• Previous experience handling escalated customer contacts preferred
• Typing skills of 30 WPM
• Reliability in attendance and punctuality is required
• Ability to handle a variety of tasks simultaneously
• Ability to keep confidential matters private such as revenues, customer information, employee and company information
• Concise communication with supervisors to correct and prevent customer complaints or issues
• Ability to follow directions and written instructions

***Some occasional travel may be required. Valid passport would be necessary. Job responsibilities are subject to change in accordance with business necessity.