Are you a great “people person”? Do you enjoy interacting and helping others? We are looking to add a dynamic employee as a Customer Care QA Specialist at Pura. The right candidate would describe themselves as someone who exudes positivity and has excellent communication and analytical skills. This person will be a key player on the Customer Care team helping to support Care agents and Pura customers.
A Day in the Life of a Customer Care QA Specialist
You will be responsible for supporting quality assurance and analytics efforts within the Customer Care team. You will work closely with Customer Care management and team members to ensure processes and policies are followed on all customer interactions. You will review calls, live chats, and emails to listen for the proper brand voice. You will provide reports to Customer Care management and be an advocate for process change when necessary. You will enjoy being a problem-solver and finding ways to improve efficiency. You will communicate with confidence and humility and be willing to assist with complete accuracy and zero arrogance.
Qualifications
- Bachelor’s Degree or related experience
- Proven experience analyzing, interpreting, and summarizing complex data as it relates to contact center technologies required
- 2+ years of experience within a contact center working with or on Quality Assurance systems and/or processes is preferred.
- 2+ years of experience in coaching agents on customer service tactics and processes
- 5+ years as a contact center agent working with multiple channels (Chat, Email, Phones).
- Excellent communication skills, including excellent reading and writing skills
- Genuine personality, confident in self and in customer service skills
- Willing to learn
- Positive and professional demeanor
- Has experience in managing towards CSAT and NPS metrics and has the ability to come up with strategies to address shortcomings of the team
- Able to innovate and develop new processes and strategies that will improve the customer and subscriber experience here at Pura
- Able to work with stakeholders effectively and manage multiple priorities and projects
Pura’s Story
Pura—a company that married smart-home technology and fragrance diffusers, all controlled by the Pura app. At Pura, our mission is to create a luxury fragrance experience in each home that can change moods and brighten days. We are partnering with the leading premium fragrance brands, celebrities, and lifestyle brands in the industry to bring customers’ favorite scents to their home with the touch of a button. And that’s just the beginning.
Check out our Founder’s story on our website, and explore the latest amazing fragrance launches on Instagram@pura.
Pura started in 2014 and raised a seed round of 4.4M in February of 2020. Pura thrives on hiring or creating the best talent, known as a young and hungry brand that is rapidly becoming a household name around the world.
Join the Pura Team!
What We Do
Pura has created the world's first smart fragrance diffuser. The simple, yet elegant device plugs into any outlet. Pura's fragrance brand marketplace allows customers to fully control the scents in their space; anytime, anywhere and from the biggest brands people know and trust.
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