QA Customer Success

Double Good
Full time | Full day

QA Customer Success

Posted 23 October by Double Good

  • Chicago

WE BELIEVE:

The soul of Double Good lies in the mission of creating and sharing joy. Our digitally-native fundraising platform is built on the idea that connecting with supporters should be simple, approachable and effective. Our user experience, coupled with our handcrafted ultra-premium popcorn, empowers organizations to do more of what they love. The funds raised go on to relieve the high costs of education, extra-curricular activities, community engagement, and athletic development.

Our social initiatives echo our values and passions. We partner with purposeful organizations to benefit students and athletes facing physical, intellectual, and financial challenges. Our goal is to amplify marginalized voices and push the boundaries of access in academic and athletic activities by contributing experiences, equipment, and educational opportunities to the communities that crave them the most. We strive to level the playing field and enrich the diversity of participants.

As the leading product-based virtual fundraising solution on the market, Double Good continues to expand its impact across communities nationwide. We're experiencing rapid product-led growth, driven by the continuous improvement of our platform based on user research and feedback. Our app is widely acclaimed, with an ever-growing 4,000+ 5-star reviews in App and Play Stores. Our expanding team of creators, thinkers, and problem-solvers is united in our goal of empowering kids, students, and community leaders to do more of what they love.

Responsibilities:

  • Monthly required completion of a combination of emails, phones, chat, and SMS.
  • Complete weekly QA assignments and ensure that Agents are complying with company quality assurance standards.
  • Deliver internal reporting weekly with identified training needs.
  • Provide follow-up evaluation on training impact.
  • Coordinate and participate in quarterly calibration audits and support in calibration debriefs.
  • Provides consistent feedback and coaching
  • Identify needs for Customer Success training
  • Evaluate training effectiveness with quality analytics
  • Make sure that agents are graded weekly.
  • Log agent scores in the system and ensures the manager has feedback conversation with the manager.
  • Work with BPOs and deliver coaching conversations to BPO agents through their team leads.

YOU HAVE:

  • Customer Service Analytics
  • Customer first mindset
  • Demonstrated ability to resolve customer issues and concerns
  • Good written and verbal communication skills

BONUS SKILLS:

  • Experience with Maestro QA software
  • CRM software experience
  • Business Process Outsourcing (BPO) Experience

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