Quality Specialist, Taskrabbit
$55-68k
+ Bonus
Outsourcing marketplace for everyday tasks
Job no longer available
Outsourcing marketplace for everyday tasks
1001+ employees
Job no longer available
$55-68k
+ Bonus
1001+ employees
Company mission
To transform lives, one task at a time, by connecting millions globally with trusted Taskers every year.
Role
Who you are
- Experience in Customer Support or Quality & Training
- Analytical & problem solving skills
- Good communication & interpersonal skills
- Detail-oriented with a focus on improvement, and takes pride in a job well done
- Fluency in English is required, and skills in French, Portuguese, Spanish, German or Italian are a welcome bonus
What the job involves
- As a Quality Specialist, you’ll play a vital role in assisting in the delivery of exceptional customer service. You will monitor, assess, and improve the quality of interactions between our CS Teams and end-users, by analysing user interactions, providing feedback, and implementing quality assurance measures.
- You will contribute to enhancing overall customer satisfaction, maintain service excellence, and improve on internal policies
- Monitor and evaluate interactions, including phone calls, email, chat, messaging tickets, to ensure adherence to established quality standards, as well as assessing Agent’s communication skills and problem-solving abilities
- Conduct regular evaluations of Agents performance according to our quality rubric, following up with constructive feedback and coaching to improve performance
- Analyse customer service metrics and key performance indicators to identify trends and areas for improvement and provide this feedback to the supervisors
- Identify process improvements to enhance efficiency and customer satisfaction based on our quality rubric
- Provide feedback to Customer Support representatives on areas of improvement based on Quality Evaluation
- Share relevant feedback with the Training & Development Team to ensure onboarding success
- Identify user feedback so that the leadership team may integrate into quality assessment
- Work closely with the Customer Support team to address recurring issues and improve overall service delivery
Our take
Back in 2011, TaskRabbit took full advantage of a growing trend - that technology enables consumers to do more commerce in their homes than ever before. Its marketplace connects users to "Taskers" that can perform virtually any role customers require, such as heavy lifting and cleaning.
TaskRabbit's product is diverse, with the potential to enter any commerce sector in the world. In 2017, the company was acquired by IKEA, which gave it the resources to undergo a data-driven European expansion which included launching in Germany and France, as well as increasing services in densely-populated UK areas.
By developing internationally, while also emphasising its offerings as a delivery service, the company has set itself up on the world stage. Having continued to grow and expand its offerings, TaskRabbit remains a key player in the gig economy, with every sign that it will continue its successes into the future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Funding (2 rounds)
Jul 2012
$14m
Dec 2011
$19.1m
Total funding: $33.1m
Company benefits
- Remote first and highly connected
- Employee-covered health care
- 401k with match
- Flexible PTO
- Paid holidays & recharge weeks
- Wellbeing allowance and free access to HeadSpace and Spring Health
- Paid parental leave, adoption assistance, and reproductive health assistance
- Speaker series, career paths, and an annual education allowance
- IKEA discount, Taskrabbit credit, and productivity stipend
Company HQ
Potrero Hill, San Francisco, CA
Leadership
Ania Smith
(CEO)Several years of experience in leadership at companies like Expedia, Uber, Airbnb and Walmart.
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