Foundation for Blind Children

Vancouver, BC

Basic Customer Experience Quality Assurer

Basic Customer Experience Quality Assurer are the front-line support within organizations that sell products and services to consumers and businesses. In consumer sales focused companies, customer service reps provide phone-based support to customers to help resolve product issues, answer account and billing questions, and in some cases, make new sales. In services-focused companies whose sales are business-to-business in nature

The role is an opportunity within our Customer Success team. You’ll respond to a wide variety of inquiries from our customers using email, chat, and phone and will be expected to increase loyalty with every interaction.

Responsibilities for Basic Customer Experience Quality Assurer

  • Act as the voice of the customer by identifying and communicating customer pain points or opportunities to the product and engineering teams
  • Creatively discover ways to improve productivity for the Customer Success team
  • Proactively identify ways to avoid recurrence of customer contacts by recommending changes to improve processes and knowledge articles
  • Grow your financial services expertise
  • Develop deep subject mastery of complex financial concepts like Equities Trading Margin and Options Trading
  • Ensure internal process and quality standards are being followed correctly by outsourced partner by auditing a sample of cases and documenting evidence
  • Provide feedback to outsourced partners to ensure customer’s experience continuous improvement as per internal processes
  • Be point of contact to outsourced partner to clarify procedural questions
  • Collaborate with internal Customer Support Operations to develop and document new processes and identify opportunities on the current onesCollaborate on training sessions for the outsourced partner to deploy accurately new process implementation
  • Enhances department and organization reputation by accepting ownership for accomplishing new and different requests
  • Analyse data to identify improvement opportunities and create plans to achieve higher performance
  • Other duties as required or assigned

Qualifications for Basic Customer Experience Quality Assurer

  • High School diploma (college degree preferred)
  • Must possess previous customer support experience in a role with direct contact with customers and exposure to procedures 1 – 3 years, preferably in the financial industry
  • Ability to think critically and apply logical problem-solving skills to isolate and resolve issues
  • Strong written and verbal communication skills; Fluent written and oral English skills (Spanish is considered a plus)
  • Attention to detail and strong analytical skills
  • Must be able to act independently and be self-motivated
  • The ability to quickly defuse customer anxiety through exceptional customer service skills
  • Effective usage of Excel and/or Google Sheets and broader computer skills are required
  • Must be detail oriented, and posses an overall happy disposition
Job Overview

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