Senior QA Engineer
apiphani
CypressGoLinuxReactTypeScript
VIP QA Officer
Growe
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Junior
About the role
- Monitor daily Customer Support and Account Managers’ interactions across chats, calls, and emails to ensure compliance with Growe’s quality standards and policies;
- Provide structured and constructive feedback to Customer Support agents and Account Managers based on Quality Assurance (QA) evaluations;
- Identify areas for improvement in agent performance and develop action plans to support continuous development;
- Create and maintain reports on key Quality Assurance metrics, such as customer satisfaction scores and resolution effectiveness;
- Collaborate with the Customer Support team and Account Managers to implement best practices and establish measurable performance goals;
- Work closely with leadership to refine QA standards and ensure alignment with company objectives;
- Contribute to the development and ongoing improvement of monitoring processes for Customer Support and Account Managers;
- Maintain up-to-date knowledge of Growe’s products and services to ensure accurate evaluations and feedback.
Requirements
- 1+ year experience in customer service, in a quality assurance or specialist role;
- Experience with reporting tools such as Excel, Google Sheets, PowerPoint, or specialized QA reporting software;
- Proficiency in evaluating and improving customer service processes;
- Upper-Intermediate English level.
Benefits
- Monitor daily Customer Support and Account Managers’ interactions across chats, calls, and emails to ensure compliance with Growe’s quality standards and policies;
- Provide structured and constructive feedback to Customer Support agents and Account Managers based on Quality Assurance (QA) evaluations;
- Identify areas for improvement in agent performance and develop action plans to support continuous development;
- Create and maintain reports on key Quality Assurance metrics, such as customer satisfaction scores and resolution effectiveness;
- Collaborate with the Customer Support team and Account Managers to implement best practices and establish measurable performance goals;
- Work closely with leadership to refine QA standards and ensure alignment with company objectives;
- Contribute to the development and ongoing improvement of monitoring processes for Customer Support and Account Managers;
- Maintain up-to-date knowledge of Growe’s products and services to ensure accurate evaluations and feedback.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
quality assurancecustomer servicereportingprocess improvementperformance evaluationdata analysis
Soft skills
feedbackcollaborationcommunicationleadershipproblem-solving
