Quality Assurance Specialist

ABOUT US:

Adly is a dynamic private equity firm specializing in internet tools and growth strategies for social media platforms like Instagram, TikTok, Twitter, etc. We are committed to fostering a culture of continuous learning and improvement, and we're looking for a Quality Assurance Specialist to join our team.

JOB OVERVIEW

As a Quality Assurance Specialist at Adly, you will play a crucial role in evaluating and improving the quality of support and operations provided by our customer-facing agents. The ideal candidate will possess a strong background in quality assessment, a keen eye for detail, and a commitment to customer satisfaction.

Key Responsibilities:

Quality Assessment: Conduct regular and systematic evaluations of customer support and operations interactions, including calls, emails, and chat communications.
Performance Reporting: Analyze performance data to identify trends, prepare detailed reports, and present findings to management with actionable insights.
Feedback and Coaching: Provide constructive feedback to agents based on QA evaluations. Work closely with training departments to design and implement coaching sessions to improve service quality.
Calibration and Collaboration: Lead and participate in calibration sessions with other QA team members to ensure uniform application of quality standards across all evaluations.
Process Improvement: Collaborate with the operations team to refine and enhance SOPs (Standard Operating Procedures). Ensure all customer interactions meet the company's quality standards.
Compliance Monitoring: Ensure all customer interactions comply with legal and company standards. Identify compliance risks and report them appropriately.
Tool and Software Management: Utilize QA software and tools efficiently. Recommend upgrades or new tools that can enhance the QA process.

Qualifications:
Bachelor’s degree in Business Administration, Communication, or a related field.
Proven experience (2+ years) in quality assurance within a customer service or call center environment.
Excellent analytical skills and attention to detail.
Strong interpersonal and communication skills, capable of delivering feedback effectively and conducting training sessions.
Proficient in using QA software and customer relationship management (CRM) tools.
Ability to work independently and as part of a team in a fast-paced environment.
Experience in data analysis and reporting is highly desirable.
English fluency


PERKS:
We expect you to work Los Angeles hours, however, we are very flexible with scheduling; if you're communicative and give us reasonable notice, we have no problem with you taking that trip with your family in two weeks or taking this Friday off because you're not feeling well.

We currently have a full-time team in the Philippines that you will be working closely alongside.

Kindly complete this form to proceed with your application: https://forms.gle/UxcWNhnHnSLKGV7V7.