Quality Associate, Customer Experience, Simsim

Job Description

You'll have an opportunity to contribute to the Quality Agenda for the organization. You'll ensure exceptional service to the customers and creators. In this role, you'll be challenged as the customer is new to online shopping and will have unique issues which would need innovative solutions and processes to solve them.

Your primary role will be monitoring quality of interaction with customers across various inbound channels like chat, email, and social media. This would include quality audits and training of various internal and external teams. You'll help design and implement various initiatives to ensure an exceptional customer experience.

At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun - and we do it all together.

Resonsibilities:
• Monitor through sampling agent performance against the Quality Scorecard and give actionable inputs to agents to improve performance.
• Drive quality investigations and corrective action plans.
• Manage customer satisfaction by identifying the problems in Standard Operating Procedures, process, etc. in daily audits.
• Help improve policies and processes to deliver a better customer experience.

Qualifications:

Minimum qualifications:
• Bachelor's degree or equivalent practical experience.
• 3 years of experience in Customer Operations.
• 3 years of experience in a Quality Operations role.

Preferred qualifications:
• Experience working with front line agents to help them improve their operational performance basis quality scores.
• Experience with driving results.
• Ability to work cross-functionally, effectively.
• Ability to analyze data and disseminate insights.
• Excellent written and verbal communication skills.

Jobcode: Reference SBJ-g4j781-3-145-178-240-42 in your application.