About us
Convertedin is a marketing operating system for e-Commerce. It utilizes data and shoppers' insights to create personalized multi-channel marketing that boosts customer engagement and maximizes their return on their marketing budget by leveraging artificial intelligence capabilities. Convertedin has helped more than 800 e-Commerce worldwide.
Our goal is to deliver exceptional experience to our customers, converting them into passionate promoters! To do so, our Customer Experience (CX) teams are available 24/7 to fulfill customers requests, fix issues, hear their voices, and advocate for them to deliver solutions that make their lives easier.
About the role
By joining the CX team, your role as Knowledge and Quality Assurance lead will include the below responsibilities.
1- Knowledge Management
- Manage CS associates knowledge, and ensure their full awareness of business and product updates.
- Identify training needs and deliver training programs for new joiners and existing teams accordingly.
- Create, update, and improve both customer-facing and associate-facing content and knowledge material.
2- Quality Assurance
- Establish the quality management system and ensure that all processes are defined, documented, communicated, promoted, and maintained
- Audit CS associates interaction with customers, and assess their performance against our quality standards.
- Help CS leaders in providing actionable feedback to CS associates based on the audit results, and guide them on how to improve.
Requirements
- Very good English Language Proficiency (B1-B2)
- A minimum of 5 years of experience in Customer Experience Management, preferably in a leadership role. Prior experience in knowledge management and quality assurance is highly desirable.
- Proficiency in analyzing customer data, identifying trends, and making data-driven recommendations to improve customer experience and operational efficiency.
- Strong problem-solving and decision-making skills, with the ability to proactively identify issues, propose solutions, and drive their implementation.
Benefits
- Work from Anywhere, yes this remote base opportunity with the availability of hybrid options.
- We love flexibility! Manage your own work schedule. We trust the people we hire.
- Competitive package.
- Paid time off.
- Fun benefits amp; perks that you will enjoy!
- Trusting, ego-free and truth-seeking team members
- See something you want to improve? Awesome. We’re a flexible and collaborative team that is always learning and growing.
- Need more convincing? Check this out!
- Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Have 50% of the criteria? Excited about this opportunity? Passionate about what we do at Convertedin Please apply! Convertedin is where everyone can grow.
- Convertedin is an equal employment opportunity employer such that all qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity/expression, national origin or disability.