Job description

Job Title: Customer Service Quality Assurance Professional

Puffy is one of America’s fastest-growing e-commerce retailers. Our award-winning mattresses are developed with unrivalled attention to detail and are loved by millions of sleepers in America and Canada.

Since entering the bed in a box market in 2016 we have experienced consistent and considerable year-on-year growth. Driven by a mission to make optimal sleep health a priority for all, we are now entering an exciting phase of global expansion to offer our signature comfort to Canada. Puffy’s product range now extends to the entire bedroom, including pillows, bedding, and bedroom furniture.

The Role:

The Customer Service Quality Assurance Professional will be responsible for ensuring that customer service representatives are meeting or exceeding customer expectations by reviewing and evaluating their performance.

Key Responsibilities:

• Review and evaluate recorded customer service calls, emails and chat interactions to ensure adherence to company policies and procedures
• Identify areas for improvement in customer service representative performance and provide constructive feedback and coaching to improve their skills
• Develop and implement quality assurance standards and procedures to improve overall customer service performance
• Create and maintain accurate and timely reports on quality assurance metrics to track progress and identify trends
• Collaborate with training and development teams to identify training needs and develop training programs to improve customer service representative performance
• Ensure that customer service representatives are knowledgeable about company products, services and policies
• Identify and resolve customer service issues and complaints to improve overall customer satisfaction
• Conduct regular audits of customer service interactions to ensure compliance with legal and regulatory requirements

Ideally you will:

• Have excellent communication skills, both written and verbal
• Strong analytical skills and attention to detail
• Ability to review and analyze large volumes of data and identify patterns and trends
• Experience with quality assurance methodologies and tools
• Be proficient in Microsoft Office and other relevant software applications
• Familiarity with CRM systems and call center technology
• Have strong coaching and mentoring skills
• Have a customer-focused mindset
• Have ability to work independently and as part of a team
• Have strong problem-solving skills
• Have the ability to adapt to change and work in a fast-paced environment
• Have strong organizational and time management skills

Education and Experience:

• 2-3 years of experience in customer service quality assurance or a related field
• Experience in a call center environment is preferred.

Job Type: Full-time

Pay: From $45,000.00 per year

Experience level:

• 2 years
• 3 years
• 4 years

Shift:

• Rotating shift

Weekly day range:

• Monday to Friday
• Rotating weekends
• Weekend availability

Work setting:

• Call center
• In-person

Application Question(s):

• Please share your LinkedIn Profile.
• Will you be able to reliably commute or relocate to North Hollywood, Los Angeles, CA for this role?

Work Location: In person

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