Affiliate Marketing Specialist
Envato
Client Service QA
Regroup Mass Notification®
contract
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Monitor and evaluate customer interactions (tickets, chats, emails, calls, onboarding, and training sessions) for tone, accuracy, efficiency, and brand consistency.
- Track and analyze key QA metrics, including First Contact Resolution, SLA adherence, engagement, retention signals, and value communication.
- Deliver performance reports to leadership and team leads with actionable insights.
- Provide feedback and coaching to Support and Customer Success team members, collaborating on targeted development plans.
- Review and improve internal SOPs, escalation processes, and compliance with security standards (e.g., SOC 2).
- Identify learning gaps and partner with L&D to enhance knowledge bases, training, and onboarding materials.
- Capture and escalate customer pain points, product bugs, and feature requests to relevant stakeholders.
- Manage QA tools, evaluation workflows, and scoring systems to improve accuracy and efficiency.
- Promote consistent voice, tone, and approach across all customer-facing teams.
- Foster a culture of continuous improvement focused on customer experience and trust.
Requirements
- Proficient or native English with impressive executive presence and communication abilities
- Proven experience in Quality Assurance, Customer Support, or Customer Success within a SaaS environment.
- Strong understanding of QA methodologies, performance metrics, and reporting tools.
- Exceptional written and verbal communication skills.
- Ability to deliver constructive feedback and coaching effectively.
- Familiarity with SOP creation, process improvement, and compliance frameworks (e.g., SOC 2).
- Experience with QA platforms, CRM systems, and ticketing tools (Hubspot is a plus).
- Analytical mindset with attention to detail and ability to identify trends.
- Collaborative approach, working effectively across departments.
- Commitment to driving consistency, brand alignment, and customer satisfaction.
