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Quality Assurance Specialist, Customer Support

Hootsuite

Hootsuite

Customer Service, Quality Assurance
Vancouver, BC, Canada · Toronto, ON, Canada
Posted on Saturday, May 25, 2024

We’re looking for a Quality Assurance Specialist to assist in delivery and maintenance of the Quality Assurance framework within Customer Support. You will be working with the global Customer Support team to drive continual feedback to ensure that the Quality Assurance processes, assessments, and calibrations are effective and help drive continual improvements to the customer experience. While working in a hybrid work arrangement, a blend of virtual (in accordance with Hootsuite’s distributed workforce strategy), and in Hootsuite’s Vancouver, Toronto, Mexico City or Bucharest office, you will report to Director, Customer Support Enablement.

WHAT YOU’LL DO:

  • Administer the department Quality Assurance Program, establishing and facilitating calibration measurement methods to ensure global alignment
  • Design contact monitoring formats and quality standards
  • Evaluate and assess Customer Advocates’ interactions with customers
  • Work with Team Leads, Customer Advocates and other stakeholders to ensure effective communication of issues, needs and opportunities
  • Guide and coach designated QA evaluators on delivering the process
  • Identify training opportunities based on common QA patterns
  • Analyze and monitor results of QA activity and identify gaps
  • Share any required training updates with the Training Specialists to ensure continuous improvement of Customer Support Advocate performance
  • Deliver instructor-led training for regional teams as defined


WHAT YOU’LL NEED:

  • Some relevant experience in the design, delivery and administration of a Quality Assurance program within a customer support or contact center environment
  • Customer support experience, preferably within a fast-paced SaaS environment
  • Strong project management skills and ability to meet project quality expectations within schedule commitments
  • Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding
  • Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs
  • Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs


WHO YOU ARE:

  • Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.
  • Curious. You are always learning and seeking ways to make things better.
  • Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity.
  • Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.


In all we do, our six guiding principles light the way:

Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp

One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best work without compromising who they are. #OneTeam #FreeToBeMe

Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed

Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile

Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses

Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

#LI-AK1

Canada Pay Range For This Role
$59,200$83,000 CAD