Customer Service QA Lead

Main Purpose of the Role

The Customer Service QA Lead role is responsible for overseeing and enhancing agent interactions to improve the customer experience. The Quality Assurance Lead will identify areas of improvement in customer service representatives' knowledge and accuracy to improve quality and first contact resolution.

Major Responsibilities

• Review email, chat, and phone call communications ensuring that service standards and company ideals are upheld.
• Regularly provide feedback to call center agents on performance and quality.
• Provide team leaders and management with regular agent performance feedback.
• Follow-up on customer survey ratings with agents and provide coaching to improve the interaction.
• Identify areas for ongoing training within the department.
• Navigate proficiently through multiple systems in use in the department.
• Aid in creating training modules on effective communication.
• Participate in review and enhancement of onboarding training materials and sessions.

Required Competencies

• Ability to work in a team environment and give honest and direct feedback.
• Ability to work in the intensity of a high volume inbound call center and uphold the highest quality standards for individual output.
• Creative aptitude and vision to recognize and understand the needs of e-commerce customers.
• Excellent attention to detail.
• Possess strong written and verbal communication skills.
• Ability to communicate and tailor messages to different audiences.

Minimum Qualifications

• High School Diploma.
• 2+ years in customer service.
• Type 40+ words per minute.
• Experience with Microsoft Word and Excel.

Preferred Qualifications

• Knowledge of REVOLVE’s policies and procedures in relation to the customer service department.
• 4+ years in customer service, help desk or call center experience in a retail environment.
• Quality Assurance or training experience.