Quality Assurance Specialist (F/M/D)
- Employer
- Vestiaire Collective
- Location
- Paris
- Closing date
- 27 Feb 2023
View more
- Function
- Customer Service
- Level
- Manager
Job Details
We currently have a diverse global team of 1000 employees representing more than 50 nationalities. Our values are community, activism, transparency, dedication and greatness. We are proud to be a BCorp.
Quality Assurance Specialist - CDI
We are looking for a Quality Assurance Specialist to join our Paris customer care team to oversee the quality of our global Customer Service organization.
About the role
The Quality Assurance Specialist responsibilities include establishing and implementing new monitoring programs, covering all contact channels across all locations to assess associate's demeanour, technical accuracy, customer service performance, and conformity to Vestiaire Collective's policies and SOPs. Ultimately, she/he will work with a team to ensure our final processes meet our organization's standards across the board.
What you will be doing
- Manage the definition of quality requirements, standards, methodologies, and procedures
through our globalized QA tool. - Monitor and evaluate Customer Satisfaction through daily DSAT analysis & quality
inspections providing learning and/or coaching opportunities, and support the operations
team in taking corrective action, if necessary. - Closely work with the process team to enhance internal SOPs that solves quality issues.
- Communicate quantitative and qualitative metrics to management team
- Provide agents management with a clear direction of expectations, showing transparency
and objectivity to contact scoring. - Conduct calibration sessions with quality managers.
- Provide quality needs to New Hires & active staff on scheduled timelines and to those staff
struggling with quality needs - Actively participates in training projects:
-Training content/material revamp, Implementing new training modules Maintaining training materials up to date to reflect the changing environment of the customer service team and occasionally, running and evaluating training sessions
Who you are
- Bachelor's degree or higher or equivalent experience
- Ideally you have 3 or more years of experience in a similar role
- Strong personal drive, you have highest standards and aim for excellence
- You are passionate about developing other people's talent.
- You have excellent communication and presentation skills
Experience in a customer service environment and or an e-commerce company is a plus - Zendesk experience is also a plus
- Technical proficiency with Office, and you are comfortable working with figures and data
- Experience in program/project management and implementation with proven ability to
design workable solutions on the field and drive projects to successful implementation - Structured, organized, creative and motivated by startup mindset (transversal topics
management, wide range of topics) - Enjoy working as a team-player and learning from others
- Strong verbal and written communication skills in English and French (Italian would be a
huge plus)
What we offer
- A meaningful job with an impact on the way people consume fashion and promote sustainability
- The possibility to work remotely 50% of your time
- The opportunity to do career defining work in a fast growing French-born scale up
- The possibility to work as part of a global diverse team with more than 50 nationalities
- 2 days to help Project - reinforcing your activist journey and volunteer for an association
- Significant investment in your learning and growth
- Competitive compensation and benefits package
Vestiaire Collective is an equal opportunities employer
Company
Vestiaire Collective is the leading global app for desirable pre-loved fashion.
It is dedicated to transforming the fashion industry for a more sustainable future by promoting the circular fashion movement as an alternative to overconsumption and the wasteful practices of the fast fashion industry. It provides its fashion activist community with inspiration, tools and features to lead the change as they sell and buy unique pre-loved pieces from each other's wardrobes. The platform is unique thanks to its highly engaged activist community and its rare, desirable inventory of over 2 million items that includes 120,000 new listings every week.
Launched in Paris in 2009, Vestiaire Collective has offices in Paris, New York and Hong Kong and a tech hub in Berlin. Find out more by downloading the app, visiting vestiairecollective.com and following @vestiaireco on Instagram.
- Website
- https://fr.vestiairecollective.com/
- Telephone
- 000000
- Location
-
255 boulevard Pereire
Paris
IDF
75017
FR
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