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Job Description
Melio is seeking a CX Quality Assurance Specialist to join their team in a hybrid role based in New York City. This role is crucial for maintaining a consistently positive customer experience by monitoring and evaluating customer care agent interactions. The ideal candidate will have a background in customer service and a keen eye for quality assurance.
The role involves:
- Monitoring up to 21 customer care agent interactions weekly (phone calls/emails/chats).
- Evaluating the adequacy of quality assurance standards.
- Investigating and escalating customer complaints and non-conformance issues.
- Identifying individual agent training needs and organizing training interventions.
- Assuring ongoing compliance with quality standards.
- Participating in weekly calibration sessions with the Team Manager.
Requirements:
- 1 year experience in a customer service related position is preferred (call center, restaurants, retail, etc.).
- Quality Assurance experience/exposure.
- Exemplary written and verbal communication skills.
- Strong analytical skills.
- 8.5 interactions/hr, 90% satisfaction preferred.
Melio offers:
- Competitive compensation packages, with an annual base salary range of $60,000 - $70,000.
- Medical, Dental, and Vision plans with up to 100% employer-paid coverage.
- 401K matching and stock options.
- Wellness programs focusing on financial, physical, emotional, social, and community support.
- Competitive vacation time, sick days, holidays, parental leave, and wedding days.
- Fully stocked kitchens, a weekly Seamless stipend, and catered meals.
- A collaborative office culture in New York City or Denver, in a hybrid working environment.
- Growth and development opportunities through workshops, mentorship programs, and team building activities.
