QA and Knowledge Management Lead

About us

Convertedin is a marketing operating system for e-Commerce. It utilizes data and shoppers' insights to create personalized multi-channel marketing that boosts customer engagement and maximizes their return on their marketing budget by leveraging artificial intelligence capabilities. Convertedin has helped more than 800 e-Commerce worldwide.

Our goal is to deliver exceptional experience to our customers, converting them into passionate promoters! To do so, our Customer Experience (CX) teams are available 24/7 to fulfill customers requests, fix issues, hear their voices, and advocate for them to deliver solutions that make their lives easier.

By joining the CX team, your role as Customer Experience Lead will include the below responsibilities.

• Establish the quality management system and ensure that all processes are defined, documented, communicated, promoted, maintained, and deliver all the needed training as required.
• Audit CS associates interaction with customers, and assess their performance against our quality standards.
• Provide actionable feedback to CS associates based on the audit results, and guide them on how to improve.
• Manage CS associates knowledge, and ensure their full awareness of business and product updates.
• Create visibility for CX leads on quality performance on both individual and team levels.
• Partner with CX leads on identifying training needs and deliver training programs for new and existing staff accordingly.
• Analyze customers' interaction with CS, generate insights and implement changes to improve contact experience.

إمتيازات الوظيفة

• Work from Anywhere, yes this remote base opportunity with the availability of hybrid options.
• We love flexibility! Manage your own work schedule. We trust the people we hire.
• Competitive package.
• Paid time off.
• Fun benefits & perks that you will enjoy!
• Trusting, ego-free and truth-seeking team members
• See something you want to improve? Awesome. We’re a flexible and collaborative team that is always learning and growing.
• Need more convincing? Check this out!
  • Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Have 50% of the criteria? Excited about this opportunity? Passionate about what we do at Convertedin Please apply! Convertedin is where everyone can grow.
  • Convertedin is an equal employment opportunity employer such that all qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity/expression, national origin or disability.

متطلبات الوظيفة

• Total 3-5 years of customer service experience, of which 1-2 years in Quality Assurance in contact center operations.
• Fluency in English (B2 - C1)
• Demonstrated ability to create and deliver training programs for customer service employees.
• Previous experience working in remote teams/multiple countries is preferred.
• Ability to present, speak confidently with C-level professionals, and deliver ideas in a presentable manner.
• Ability to develop rapport, build trust, influence others, and maintain solid working relationships.