Support Quality Assurance Associate (Night Shift)
Why is this role important to Field Nation?
Support Quality Assurance Associate role is crucial for the success of our Support team and reaching our company goals. This position will help run our quality assurance program for our Tier 1 support team. By providing our support staff with the feedback we can ensure consistent quality and positive user experiences from our team.
- Listen to recorded phone calls and review support cases to assess the quality of interactions between support representatives and customers.
- Evaluate representatives' adherence to company policies, communication standards, and problem-resolution protocols.
- Use predefined QA scorecards and evaluation criteria to assess the performance of support representatives.
- Identify trends, gaps, and areas for improvement in customer interactions.
- Provide constructive and actionable feedback to the reporting Manager based on evaluation results.
- Collaborate with team leads and trainers to develop coaching plans for representatives who need improvement.
- Generate regular reports on QA findings and present them to the QA leadership team.
- Identify opportunities to enhance QA processes, evaluation criteria, and training programs.
- Work closely with the QA team to implement improvements and ensure consistency in evaluations.
- Ensure all customer interactions comply with company policies, industry regulations, and legal requirements.
- Stay updated on changes in company standards, products, and services to ensure accurate evaluations.
- Experience in customer service environment (quality assurance experience a huge plus)
- Experience working with Salesforce/Service Cloud, Confluence and other organizational software tools a plus (ex. Zoom phone, etc)
- Strong English speaking and writing skills
- Able to create and passionately deliver robust presentations in a clear and concise message
- Ability to provide constructive feedback in a professional and supportive manner.
- Ability to clearly document/report findings directly to reps and/or leadership
- High-level of responsibility/ownership and delivering results
- Passion to thrive in fast paced, hyper growth organizations with minimal supervision
- Excellent communication and interpersonal skills.
- Strong analytical, organizational and problem-solving abilities.
- Attention to detail and a commitment to excellence.
- Knowledge of customer support best practices a huge plus
- Self-motivated, organized, and able to work independently.
- Passion for delivering exceptional customer experiences.
- Team player with a positive attitude and a commitment to continuous improvement.
- 8:00 PM - 5:00 AM (Monday to Friday)
- BDT 40,000 - 50,000 (Monthly)
- Competitive salary based on experience and qualification.
- Mobile bill
- Gratuity benefit.
- Hybrid Office. (3 days remote,2 days physical)
- Medical Insurance.
- Field Nation LLC Reward.
- Festival Bonus.
- Gym Membership.
- Career Development Budget.
- Leave Encashment
- Lunch - Fully Subsidized.
- Sound work-life balance - Regular working hours: 8 hours/day, 5 days a week.
- Friendly work environment.
- Flexible leave/vacation policy.
- A great learning opportunity.
- The opportunity to work with cross-cultural teams with the US.
- Annual performance evaluation and increment.
- Employee Transportation: Drop off available.
Why Field Nation?
At Field Nation, we are breaking the barriers to work and enabling the gig economy. We’re a tech company that offers a web-based marketplace solution for buyers and sellers of contract services to simply connect, work, and manage their business. We look for collaborators, innovators, and problem solvers to join us in our common purpose of changing the way work gets done. We were named a Top Workplace by the Star Tribune in 2017, 2018, 2019, and a Top 150 Workplace in 2020. We look to hire extraordinary people and provide them extraordinary benefits.
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At Field Nation, we're on a mission to redefine the gig economy, and the Support Quality Assurance Associate (Night Shift) role is critical in ensuring our support team operates at peak performance. Based in Dhaka, this position empowers you to make a tangible impact by managing our quality assurance program for our Tier 1 support crew. Your day-to-day will involve listening to recorded phone calls and examining support cases, as you assess the nuances of customer interactions. Not only will you evaluate adherence to our standards, but you’ll also work closely with passionate team leads to help elevate our representatives' performance through constructive feedback. Your attention to detail and knack for identifying trends will be invaluable as you generate reports for our QA leadership team. Plus, you’ll have the chance to collaborate with cross-functional teams to enhance our QA processes and training programs. Ideal candidates will thrive in fast-paced settings, have a solid background in customer service (with quality assurance experience being a major bonus), and be great communicators. With working hours from 8:00 PM to 5:00 AM, you’ll enjoy a competitive salary along with a fantastic benefits package that includes mobile bills, gym memberships, and more! If you are organized, self-motivated, and passionate about delivering top-notch customer experiences, why not join Field Nation and become part of a friendly, innovative workplace that encourages professional growth?
We bring people together and help them accomplish great work. Field Nation is a partner to people, organizations and enterprises – ensuring successful collaborations so that teams can focus on accomplishing great things together.
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