Quality Assurance Specialist

Overview

Who is Speed Commerce and what do they do? Speed Commerce provides outsourced order fulfillment and contact center services to some of retail's most recognizable and successful brands.

Order Fulfillment Services your brand, our operation.

• we offer 100% white label fulfillment and distribution services.
• we receive and inspect your products.
• we store your products in our warehouses.
• we have 100+ plug and play integrations with shopping carts, marketplaces, and ERP's.
• we receive and process your orders from many channels.
• we pick, pack, and ship your orders.
• we leverage our volume and offer amazing shipping rates.
• we process product returns and replenishment.

By leaving the operations to our team of experts, you are free to focus on what you do best - merchandising and marketing to grow your brand.

Contact Center Services your customer is our customer!

• we offer 100% white label contact center services.
• we offer an always open, 200+ seat 24/7 call center.
• we train agents to become experts in our clients' products.
• we train agents on voice of brand and overall excellence.
• we answer product related questions to complete orders.
• we monitor and answer many channels like voice, email, live chat, social DM.
• we train agents to upsell, cross-sell and to save-a-sale.
• we achieve one call resolution by accessing real time order and inventory information.

Our team does the hard work of becoming confident experts on your products and operations. We are laser focused on treating every interaction with your customer as if they were our own. Whether it is phone, chat, email, or social media - we use each and every communication with your buyers to build lasting relationships.

If you are looking for a results-oriented partner, talk to us. We'd like to learn more about your brand, earn your trust, and help you grow!

The Quality Assurance Specialist reflects the voice of the company brands and serves the Speed Commerce mission and core values by evaluating and scoring the quality of inbound and outbound contacts according to established standards. The role is responsible for maintaining the validity and veracity of the quality assurance program by ensuring that the results of monitoring efforts are fundamentally aligned with client expectations and consumer satisfaction.

This position is at our corporate office in Las Vegas, NV.

Starting at $17.00 / hour

• Evaluates all interaction types, delivery channels and opportunities for consumer engagement to include phone calls, chats, emails, prescriptions, and cases.
• Employs established systematic monitoring schedule to ensure contact sampling across days, weeks, months, and contact types consistent with contractual obligations and agent performance requirements.
• Identifies and reports upon discovered trends including individual and team-wide errors or deficiencies.
• Meets consistently with clients and senior company management to present and define staff performance.
• Measures observable, realistic and valid performance criteria and emphasizes positively demonstrated behaviors and skills including both basic foundational skills and soft skills.
• Ensure the integrity and the veracity of quality standards by participating in calibration sessions across internal functional teams and with partners on a scheduled and ad hoc basis.
• Other duties as directed by management.

To perform the job successfully, an individual should demonstrate the following competencies:

• Communication - Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Computation - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Analytical - Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Planning/Organizing - Prioritizes and plans work activities;
  Uses time efficiently;
  Plans for additional resources;
  Sets goals and objectives;
  Develops realistic action plans.
• Professionalism - Approaches others in a tactful manner;
  Reacts well under pressure;
  Treats others with respect and consideration regardless of their status or position;
  Accepts responsibility for own actions;
  Follows through on commitments. Ability to handle confidential information.
• Quality - Demonstrates accuracy and thoroughness;
  Looks for ways to improve and promote quality;
  Applies feedback to improve performance;
  Monitors own work to ensure quality.

• High school diploma or general education degree (GED); 2 years of Quality Assurance…