Quality Assurance Analyst
The Cobblers
Miami, FL US
Posted ago
The Cobblers

The Cobblers is currently looking for a Client Experience Quality Assurance Analyst in Miami, FL. Office.

QA will be responsible for working with the Customer Support and Operations staff in performing a training gap analysis and conducting quality assessments to ensure performance and policy adherence. Additionally, this role will present trending results to management with recommendations of agent performance and process improvement.

The ideal candidate is looking for a company to build a career. With fast-growing e-commerce business and storefronts in So. Florida, The Cobblers continue to expand its footprint and to be recognized as the top company in the US. With planned local growth, plus growth in e-commerce, and beyond, the Cobbler’s team is excited about the future. Join our fun, family-spirited team to build a long-lasting career at a company that will continue to challenge, develop, and appreciate its Associates.

Responsibilities

  • Review a high number of calls, emails, and chats in order to maintain and develop internal support and call service quality standards
  • Direct quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes
  • Asses support interactions based on internal standards
  • Verify results by measuring skills in the use of scripts, product knowledge, sales, serviceability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of the call
  • Accompany evaluations with meaningful and constructive feedback
  • Communicate concerns and/or issues based on information acquired through call listening (Order or fulfillment issues, sale link errors, etc..)
  • Conduct weekly calibration meetings
  • Continually audit and revise quality assurance score forms
  • Assure that the call center is aligned and compliant with the company’s SOPs and policies and present new SOPs and policies when necessary

Qualifications

  • High School diploma or equivalent
  • Bachelors degree a plus
  • 3+ years experience with call center operations required
  • 1+ years experience Quality Assurance Analyst required
  • Previous experience working with Zendesk preferred
  • Outstanding customer service skills and dedication to providing exceptional customer care
  • Excellent verbal, written, and interpersonal communication skills
  • Exceptional listening and analytical skills
  • Great organizational skills
  • Basic computer skills
  • Must type 55 WPM
  • Able to carry out responsibilities with little or no supervision
  • Solid time management skills
  • Must adapt well to change and successfully set and adjust priorities as needed
  • Must be self-motivator and self-starter

Compensation
$18 - $22 hourly
About The Cobblers

The Cobblers is one of the fastest-growing companies in America. We are committed to delivering world-class restoration, repair, and cleaning services to high-quality leather goods and premium sneakers.


The Cobblers is a brand that represents new ways of thinking, creating innovative, circular processes for the development of our product-service offerings. Special items deserve a second life. We champion “revival and re-use” over the disposable and the replaceable. Pollute not. Waste Not. That's what we do when we bring your favorite shoes and handbags back to life.


Life at The Cobblers is about sharing responsibility and creating great work together. We take great pride in the many unique perspectives and expertise that our team brings to the table every day. We are committed to offering equal opportunities to all employees and welcome applicants irrespective of age, sex, race, ethnicity, disability. 

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