QA and Knowledge Management Lead

2 weeks ago


مصر, Egypt Convertedin Full time

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.

**By joining the CX team, your role as Customer Experience Lead will include the below responsibilities.**
- Establish the quality management system and ensure that all processes are defined, documented, communicated, promoted, maintained, and deliver all the needed training as required.
- Audit CS associates interaction with customers, and assess their performance against our quality standards.
- Provide actionable feedback to CS associates based on the audit results, and guide them on how to improve.
- Manage CS associates knowledge, and ensure their full awareness of business and product updates.
- Create visibility for CX leads on quality performance on both individual and team levels.
- Partner with CX leads on identifying training needs and deliver training programs for new and existing staff accordingly.
- Analyze customers' interaction with CS, generate insights and implement changes to improve contact experience.

**Requirements**:

- Total 3-5 years of customer service experience, of which 1-2 years in Quality Assurance in contact center operations.
- Fluency in English (B2 - C1)
- Demonstrated ability to create and deliver training programs for customer service employees.
- Previous experience working in remote teams/multiple countries is preferred.
- Ability to present, speak confidently with C-level professionals, and deliver ideas in a presentable manner.
- Ability to develop rapport, build trust, influence others, and maintain solid working relationships.

**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 & 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
- 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.


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