As a Quality Associate, 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 Customer Support 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.

As a customer-centric company, Taskrabbit is looking for the right person to help us to continue to grow and improve.

What you’ll work on:

  • 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.

Requirements:

  • 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.
  • Available full-time (40 hours / week).

Compensation & Benefits:

At Taskrabbit, our approach to compensation is designed to be competitive, transparent and equitable. Total compensation consists of base pay + bonus + benefits + perks.

The annual gross pay range for this position is $61,000 – $75,000. This range is representative of base pay only, and does not include any other total cash compensation amounts, such as company bonus or benefits. Final offer amounts may vary from the amounts listed above, and will be determined by factors including, but not limited to, relevant experience, qualifications, geography, and level.

You’ll love working here because:

  • Taskrabbit is a Remote-First Company. We value flexibility and choice but also stay committed to regular in-person connection.
  • The People. You will be surrounded by some of the most talented, supportive, smart, and kind leaders and teams — people you can be proud to work with!
  • The Diverse Culture. We believe that we make better decisions when our workforce reflects the diversity of the communities in which we operate. Women make up half of our leadership team and our diversity representation is above that of the tech industry average.
  • The Perks. Taskrabbit offers US employees employer-paid health insurance and a 401k match with immediate vesting. Taskrabbit offers EU employees medical insurance. We offer all of our global employees, generous and flexible time off with 2 company-wide closure weeks, Taskrabbit product stipends, wellness + productivity + education stipends, IKEA discounts, reproductive health support, and more. Benefits vary by country of employment.
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