Senior Customer Support Quality Assurance Specialist, Truework
$80-90k
Employment and income verification
Job no longer available
Employment and income verification
21-100 employees
Job no longer available
$80-90k
21-100 employees
Company mission
To empower individuals to own and control their personal data.
Role
Who you are
- 5 years prior experience in customer service, quality assurance, and learning & development
- Zendesk Support (minimum 2 years as an Admin), Google Workspace, Looker, Tableau or other data analytics software
- Prior experience working in a remote work environment
- Prior experience working cross-functionally with operations and engineering teams
- Prior experience being directly responsible for using data to prioritize learning & development and quality assurance programs with competing interests or goals, from design to implementation
Desirable
- Bonus: Prior experience designing and managing training programs using learning management software
What the job involves
- We are looking for a Senior Customer Support Quality Assurance Specialist to join our team!
- Develop a highly effective quality assurance program for onshore and offshore Customer Support teams, ensuring customers receive diamond-level service from our team
- Build high-quality onboarding and continuous enablement programs for onshore and offshore Customer Support teams, improving our ability to scale rapidly and support customers consistently as Truework launches new and improved products
- Become a hands-on subject matter expert on our Truework product functionality, features & use-cases and Customer Support workflows, ready to jump in immediately and ensure department KPIs are met
- Utilize automation tools to optimize training programs, ensuring the highest quality while minimizing resource utilization
- Collaborate with the Head of Customer Support to identify and outline training needs for support specialists
- Analyze customer feedback to identify recurring patterns and areas for improvement in customer interactions
- Develop strategies to enhance customer support specialists' performance based on analysis results
- Craft comprehensive instructional documents and manuals to guide support specialists in various customer interaction scenarios
- Conduct both group and individual training sessions, tailoring content to address performance gaps and customer feedback
- Develop and maintain internal quality standards for customer support and call center operations
- Review and evaluate a subset of support agents' interactions using Klaus, providing constructive feedback and facilitating improvement discussions
- Monitor and evaluate inbound and outbound interaction quality, tracking issues and analyzing results
- Create detailed reports reflecting support performance metrics (CSAT, AHT, FRT, QA) and communicate performance to higher management
Our take
Lenders and landlords might get in touch with employers to verify an employee’s income - but until recently, it was still a fairly manual process. Truework is looking to change that, with a plug-in for HR systems that allows departments to instantly answer and verify income queries. It also offers pre-employment background checks for U.S. citizens.
It’s a simple tool, but it’s one that will save HR departments substantial amounts of time and labor costs. With HR departments busier than ever, and with companies on the whole sinking more of their budgets into bolstering them, this could create a strong market for Truework.
What’s a strong market for Truework, however, is a strong market for its income verification startup rivals too - and they’re performing well. Tink has recently been acquired by VISA, and Pinwheel and Argyle are both attracting good funding.
Some reports suggest that this is because increasing market uncertainty is pushing lenders to invest more in optimizing loan approvals. If this persists, it’s one more thing massaging an already lucrative market niche in which Truework has firmly established itself and raised investment of almost $123 million to date.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-18% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jun 2023
$24m
LATE VC
Aug 2022
$50m
SERIES C
Total funding: $118.9m
Company benefits
- 100% Insurance coverage - We cover health, dental and life insurance for all of our employees
- Discretionary Time Off - We encourage our team to take as much time off as they need. Taking time to disconnect is critical in creating a sustainable culture
- Lunch - When we're in the office, we have catered lunch 2x per week. Until then, our team can expense 2 meals per week while we work remote
- 401(k) - Financial planning is important. We use Guideline to ensure employees can contribute to their 401k as they see fit
Company HQ
Northern Waterfront, San Francisco, CA
Leadership
Ethan Winchell
(Co-Founder & President)Studied Electrical Engineering at Harvard, before working as a Research Assistant in the Harvard Microrobotics Lab, and then an Engineer at Ringly.
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