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    Marketplace Quality Assurance Specialist - São Paulo, Brasil - Clipboard Health

    Clipboard Health
    Clipboard Health São Paulo, Brasil

    há 3 semanas

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    Descrição
    Marketplace Quality Assurance SpecialistWe exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives, by letting healthcare professionals turn extra time and ambition into career growth and financial opportunity.

    We achieve this with our app-based marketplace that connects healthcare facilities and healthcare professionals, allowing healthcare professionals to book on-demand shifts and healthcare facilities to access on-demand talent.

    Our mission is to enable healthcare professionals to work when and where they want, and to enable healthcare facilities to meet their talent needs.


    About Clipboard Health:

    Clipboard Health is a post-Series C, extremely fast-growing tech startup with classic two-sided network effects, revolutionizing the market for healthcare talent.

    We are a diverse and inclusive company with a global, remote team.

    We have been named one of YC's Top Companies for two years running, and have grown 25x across all key metrics in the last 18 months.

    There has never been a more exciting time to join our growing team and help us serve even more healthcare professionals and healthcare facilities, who can then better serve patients.

    To learn more about working at Clipboard Health, take a look at our Careers page and how we work .

    Position Purpose and Impact At the heart of our vision lies ownership, humility, and a commitment to uncomfortably high standards and customer centricity.

    We envision a Quality Assurance team that not only ensures the organization thrives through exceptional customer experiences but also fosters the growth of our agents through meaningful feedback, coaching, and initiatives that support their individual needs.

    Responsibilities Monitor and evaluate inbound emails, and chat interactions to assess adherence to company policies, procedures, and quality standards.
    Identify performance trends, areas of improvement, and opportunities for training and development.
    Provide detailed feedback Team Leaders to improve their performance, communication skills, and adherence to quality metrics.
    Identify opportunities for content additions and improvements.
    Analyze information needs, propose solutions, and follow through on measuring improvement.
    Propose and implement plans to update information.
    Collaborate with Team Leaders and managers to develop and implement quality assurance strategies, initiatives, and best practices.
    Participate in calibration sessions with call center teams to ensure consistency and alignment in quality evaluation processes.

    Collaborates with the Training & Development to address learning gaps discovered through evaluationsUtilize QA data to analyze, identify trends and skill gaps, and provide recommendations to management for an optimized customer experience.

    Maintains solid knowledge and compliance with Company policies and procedures.
    Supports the company culture of Clipboard Health, fostering teamwork, collaboration, transparency, uncomfortably high standards, and accountability within all actions.
    Required Qualifications A keen eye for detail to effectively monitor and evaluate call center interactions. Capable of spotting inconsistencies, errors, and areas for improvement in agent performance and customer interactions.
    Strong analytical practice for interpreting data, identifying trends, and making data-driven recommendations for improvement.
    Effectively provides constructive feedback and coaching to call center agents. Feedback is clear and diplomatic, fostering a collaborative and supportive environment for continuous improvement.

    Adaptable and flexible, able to adjust to changes in processes, procedures, and priorities to ensure ongoing quality and efficiency in call center operations.

    Strong problem-solving abilities to troubleshoot issues, develop effective solutions, and implement quality assurance initiatives to address root causes and enhance overall customer satisfaction.

    Performs business with a natural courteous and professional manner which includes a calm and sophisticated disposition, not easily frustrated, stressed, or offended.

    Demonstrates willingness and ability to answer questions and solve problems.
    Demonstrated track record of impeccable professional written and verbal communication skills including the ability to provide constructive feedback.
    Excellent attention to detail and the ability to create clear and concise documentation.

    Required Experience 2 + years of call center customer service experience in an inbound contact center2 – 4 years' experience within a Quality Assurance contact center position evaluating and supporting call quality standards.1+ years Google Suite experience.

    System Requirements Minimum 15Mbps wired internet connection Are you currently residing in or a citizen of the USA or Canada?

    • How many years of Contact Center Experience do you have?
    None
    More than 2 years

    How many years of Contact Center Quality Assurance do you have?
    None
    More than 2 years

    How many years of professional writing experience do you have?
    None
    More than 1 year

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