Conversation Quality Specialist

Get to know our Team:

• We are undergoing a transformation with the goal of relaying consumer insight into action via a “Digital First” outserve strategy, that empower consumers, streamlines operations, grows sales and builds the brand.
• As such, we are seeking skilled Conversation Quality Specialists to create an engaging, relevant, intuitive, end-to-end support experience for our consumers.
• You will collaborate with Grabbers across the organization, championing for and creating a customer-centric journey that helps our drivers, and passengers get the most out of our products.

Get to know the Role:

• The ideal candidate is a specialist with a passion for training and quality control.
• You will put in place quality control and training mechanisms to ensure an ideal chatbot support experience.
• Please share work samples that demonstrate your capabilities and any supporting data showing you know how to deliver results for customers.
• Join our amazing team and help us build pure awesomeness! ​

The day-to-day activities:

• Functional - Put in place quality control and training mechanisms to ensure an ideal chatbot support experience.

• Document quality and training requirements needed to facilitate a higher satisfaction and efficient chatbot support experience.

• Utilize customer feedback channels and web analytics to identify and improve gaps in content and experience.

• People - Collaborate interdepartmentally to help drive help experience improvements including creation, design, features, and presentation.

• Work with product, marketing, engineering, design, and customer experience groups to build a contextual, intuitive, relevant self-serve experience.

The must haves:

• Bachelor’s Degree or the equivalent in English, Writing, Communications, Technical, Computer Science or a related discipline.

• Strong knowledge of quality control and training principles and methodologies.

• Skilled in writing clear, relevant, intuitive, concise self-serve content.

• Working experience and familiarity with web-based authoring tools.

• Ability to manage multiple projects and tasks, drive projects with aggressive timelines, and work flexible non-standard hours.

• Self-starter, technically competent, quick learner, problem solver, data driven, passionate professional with strong interpersonal, cross-team collaboration and communication skills.

• Proficiency in Microsoft Office applications.

• 3+ years experience with basic HTML and web publishing, CMS, CRM and a web-based Help Centre platform.

• Basic knowledge and working experience with HTML and CSS.