Customer Service Quality Analyst

About the Company
We are a Netherlands-based company specializing in the management of multiple dropshipping businesses. With our extensive experience and expertise, we oversee the operations and logistics of various dropshipping enterprises, ensuring smooth and efficient processes. Through our dedicated efforts, we strive to drive growth and success for the dropshipping companies we manage, fostering mutually beneficial partnerships and delivering exceptional value to both customers and businesses alike.

We are seeking a dedicated CS Quality Analyst to join our team!

About the Role
The Customer Service Quality Analyst, will be responsible for assessing and improving the quality of customer interactions. This includes but is not limited to monitoring, evaluating, and providing feedback on customer service interactions to enhance overall service delivery.

Responsibilities:
- Conduct regular evaluations of customer service interactions.
- Assess adherence to established customer service standards, policies, and procedures.
- Identify areas of improvement and provide constructive feedback to customer service representatives.
- Analyze and interpret data from quality evaluations to identify trends, patterns, and areas for improvement.
- Prepare and present comprehensive reports to management, highlighting key performance indicators and areas of success or concern.
- Provide ongoing coaching and support to customer service agents to enhance their skills and performance.
- Identify and implement process improvements that enhance the overall customer experience.
- Contribute to the development of best practices and standard operating procedures.

Qualifications:
- 1 year experience in a similar role for dropshipping or product - based ecommerce business.
- Exceptional problem-solving and decision-making abilities.
- Excellent communication and interpersonal skills.
- Proficiency in using Shopify, Gorgias, and other customer service software, CRM systems, and relevant tools.
- Ability to multitask, prioritize work, and meet deadlines in a dynamic environment.

Salary and Benefits:
- Competitive salary
- Full time opportunity
- Remote work