Quality Assurance Specialist, Customer SupportWe're looking for a Quality Assurance Specialist to assist in delivery and maintenance of the Quality Assurance framework within Customer Support. You will be working with the global Customer Support team to drive continual feedback to ensure that the Quality Assurance processes, assessments, and calibrations are effective and help drive continual improvements to the customer experience. While working in a hybrid work arrangement, a blend of virtual (in accordance with Hootsuite's distributed workforce strategy), and in Hootsuite's Vancouver, Toronto, Mexico City or Bucharest office, you will report to Director, Customer Support Enablement.
WHAT YOU'LL DO: Administer the department Quality Assurance Program, establishing and facilitating calibration measurement methods to ensure global alignmentDesign contact monitoring formats and quality standardsEvaluate and assess Customer Advocates' interactions with customersWork with Team Leads, Customer Advocates and other stakeholders to ensure effective communication of issues, needs and opportunitiesGuide and coach designated QA evaluators on delivering the processIdentify training opportunities based on common QA patternsAnalyze and monitor results of QA activity and identify gapsShare any required training updates with the Training Specialists to ensure continuous improvement of Customer Support Advocate performanceDeliver instructor-led training for regional teams as defined
WHAT YOU'LL NEED: Some relevant experience in the design, delivery and administration of a Quality Assurance program within a customer support or contact center environmentCustomer support experience, preferably within a fast-paced SaaS environmentStrong project management skills and ability to meet project quality expectations within schedule commitmentsOpen Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understandingCustomer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needsCollaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
WHO YOU ARE: Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community. Curious. You are always learning and seeking ways to make things better. Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity. Humble. You lead with humility and empathy, respecting and learning from the perspectives of others. In all we do, our six guiding principles light the way: Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp
One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best work without compromising who they are. #OneTeam #FreeToBeMe
Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed
Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile
Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses
Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies
Accommodations will be provided as requested by candidates taking part in all aspects of the selection process. At Hootsuite, we design our compensation packages based on internal equity and external competitiveness. Every role at Hootsuite is analyzed, evaluated and mapped to a salary range. As a general guideline, the salary for new hires and promoted employees is determined based on an individual's skills & capabilities required for the role and their ability to contribute as per the expectations outlined in the job description.
Our salary structures are built on trends projected and published by independent and trusted survey companies. Hootsuite analyzes market data and adjusts salary structures, if required, on an annual basis. Salary ranges reflect what we expect to pay for this position at the time of posting. Our total compensation packages summarize our current offerings and are subject to change without notice.
Hootsuite is committed to fair and equitable compensation for every employee. Through an annual Pay Equity Analysis, Hootsuite ensures that all employees are paid fair and equitably.
Canadian Benefits. Hootsuite offers comprehensive benefits to support the health and wellbeing of our owls and their families. The benefits cover health insurance including medical, dental, vision, life/disability insurances, an Employee and Family Assistance Program and more! Hootsuite provides a group RRSP plan with a company match of up to 4% of base salary. Benefits are available to permanent employees who meet minimum hours requirements without a waiting period. THIS resource will provide additional information.
US Benefits. Hootsuite offers comprehensive benefits to support the health and wellbeing of our owls and their families. The benefits cover health insurance including medical, dental, vision, and life/disability insurances. Hootsuite also offers a 401k Plan with a company match (up to 4% of base salary), an Employee and Family Assistance Program and more! Benefits are available to employees who meet minimum hours requirements without a waiting period. THIS resource will provide additional information.
Global Parental Leave. All permanent employees, including birthing, non-birthing and adoptive parents, who have been employed by Hootsuite for a minimum of12 months are eligible for 26 weeks of full and partially paid leave in accordance with local government regulations.
Privacy Preference CenterManage Consent Preferences Always Active
#J-18808-Ljbffr
