BPO Quality Assurance Specialist @ Instacart - Las Vegas, NV

BPO Quality Assurance Specialist

Instacart
Las Vegas, NV
8 days ago

OVERVIEW

Our Care team provides high-quality phone, chat, and email support to both our customer and shopper communities. We are looking for a hardworking QA Specialist to assist in monitoring our support quality across all channels.

Every day we solve incredibly hard problems to create an experience for our customers that is absolutely magical. Join us!

ABOUT THE JOB

  • Monitor and evaluate the quality of inbound and/or outbound telephone calls and email interactions across HQ and outsourced agents
  • Identify key, recurring issues across support and recommend solutions
  • Work closely with Team Leads and leadership to report on agent performance on a weekly basis
  • Work on a variety of assigned special projects

ABOUT YOU

  • 2+ years customer service, Quality, or training experience
  • Strong written and verbal communication skills in English and Spanish
  • Flexible schedule
  • Ability to build multimedia content from ideation to delivery
  • Ability to facilitate individual and group sessions both in person and remotely
  • Self-motivated, proactive, detail oriented
  • Effective and efficient working in a team environment
  • Excellent customer service skills
  • Associate's degree or equivalent