Support Quality Assurance Specialist

Job Description

About Drift

Drift®, the Conversation Cloud company, helps businesses connect with people at the right time, in the right place with the right conversation. Using the Drift Conversation Cloud, businesses can personalize experiences that lead to more quality pipeline, revenue and lifelong customers. Drift brings Conversational Marketing, Conversational Sales and Conversational Service into a single platform that integrates chat, email and video and powers personalized experiences with artificial intelligence (AI) at all stages of the customer journey. More than 5,000 customers use Drift to deliver a more enjoyable and more human buying experience that builds trust and accelerates revenue. Representing less than 1% of unicorns led by Latino founders, Drift is building an equitable, enduring company to transform the way businesses buy from businesses.

What's it like to work at Drift?

We help companies build better pipeline faster by connecting them now with the people who want to buy now. Drift is changing the way businesses buy from businesses by building software tools that make conversational commerce accessible to anyone. We want the world to revolve around the customer, and we lead by example.

About the role

We put the customer at the center of everything we do, and everyone who works at Drift has a part in driving customer success. The Customer Support Quality Assurance Specialist’ main goal is to ensure we maintain a high and consistent level of support quality across the team. It is their main responsibility to assure that, regardless of the agent’s approach or the support channel used, customers always get the same world class customer experience Drift is known for.

About what you’ll be doing on the team

In 3 months you’ll...

• Review a subset of customer advocate interactions (Chats & Tickets) utilizing our Key Experience Indicators (KEIs) scorecards.
• Accompany evaluations with meaningful and constructive feedback and discuss & explain feedback with agents in regular meetings, helping them improve their performance with specific instructions and consistent support.
• Develop and maintain internal support quality standards using The 10 Drift Support Commandments.
• Monitor newly hired CAs and provide their manager with constructive feedback for improved quality performance and/or work with their manager to create action plans to help improve performance.
• Proactively communicate quality trends and propose or develop Quality Tips, job Aids and/or improvements to support procedures.
• Stay up to date with current support processes and understanding of the customer experience.

By month 6 you’ll...

• Continue to master your knowledge of the Drift product and leverage this to figure out how to enable ongoing learnings for the team.
• Conduct and maintain the De-escalation training for new hires.
• Work closely with Support Leadership to identify team/individual trends/issues and help with developing action plans to help improve performance.
• Analyze quality and operations data to identify trends and improvement opportunities.
• Initiate regular calibration sessions to maintain consistency in internal evaluations.
• Be an active voice for the team advocating for what they need to do their jobs better.

By month 12 you’ll...

• Train and onboard new team members in the Quality Assurance Specialist role.
• Document the entire process of quality coaching using systems and tools along with how to communicate effectively to leadership.
• Present (monthly or quarterly) to support leadership findings and suggestions for improvement and potentially to the entire support team.
• Work with your manager to identify a plan of continued growth.

About you:

You will be strongly customer centric and passionate about making a difference in your role. You will be a self-starter, self-motivated, able to think independently and at the same time want to continue to learn and develop your skill set. You will be a thinker and problem solver. You will be a team player, able to work across different departments and different management levels and focussed on solving customer issues and helping us solve business problems. You will be a leader and a teacher, passionate about developing a group of professionals in their skillset and career.

What type of skills you’ll need:

• At least 2 years customer service/support experience, preferably in a high volume and/or technical call center environment.
• Be a Tier II Customer Advocate and be Drift Chat certified in the following product areas: Conversation, CRM, Playbooks/Bot, and Routing.
• Excellent people skills and ability to effectively communicate feedback (both Positive and negative).
• Passionate about technology and staying on top of ever changing industry trends.
• A team player across the Company. We are building a great Company and passionate about having people committed to making the Company successful. You are very comfortable asking for help and always ready to help others.
• Excited by change and can maintain order in a fast, fun and fascinating environment.

Drift is committed to being an equal opportunity employer.

We know that applying for a new job can be intimidating. But guess what? At Drift, there is no such thing as an “ideal candidate.” We believe in the power of teamwork -- and in the desire to learn something new every day. We believe in hiring people, not just skills. Take it from our CEO .

If this sounds like a company you would like to join and a role you would thrive in, please don’t hold back from applying! Whatever skills you bring to the table or background you’re coming from, we welcome you to start a conversation with us. We need your unique perspective for our continued innovation and success. We’re looking forward to learning more about you!

Drift is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at [email protected] . #LI-Remote