Based in Los Angeles, HelloTech provides professional and affordable on-demand tech support via a network of fully vetted independent technicians throughout the US. HelloTech providers deliver a wide range of services, focusing on computer support and repair, home networks, smart home devices and televisions. We are at the intersection of several powerful trends including the “gig” economy, smart homes, and in-home aging.

HelloTech is looking for a Customer Service Quality Assurance Specialist who thrives in a fast-paced, constantly evolving environment. The ideal candidate should be self motivated and analytical, with the ability to understand and improve existing practices and policies. The primary responsibility in this role is focusing on our customers’ experience through quality analysis and reporting while driving customer service process and procedures improvements. This is an excellent opportunity to get in with an early-stage tech startup growing fast in the service industry space.

This role will require you to work to meet the needs of our growing pool of customers and technicians with the opportunity to learn about and play with the newest consumer tech products. Every day brings new challenges and the opportunity to learn new skills. Come join us in creating the best in-home IT experience around!

Responsibilities:

-Score inbound and outbound support calls, emails and chats by objectively measuring skills in use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency and courteous close of call. 
-Audit compliance with order handling and internal admin tools. 
-Examine quality audits to identify ways to improve customer service processes. 
-Identify error trends and assist with coordinating and educating staff for monthly re-training sessions including participating in one-on-one reviews with Customer Service Representatives and unit supervisor.
-Provide periodic direct feedback to either leadership or representatives when needed in response to evaluation findings.
-Support nesting evaluations and nesting workshops when need it.
-Facilitate periodic calibration sessions with the call center and other areas of operations to ensure consistency in the evaluation process.

Required Qualifications:

-Bachelor’s degree; college and/or professional training a plus
-1+ years experience in a Quality Assurance role required
-Experience with contact center management and training
-Advanced knowledge of contemporary technology
-Detail-oriented with the ability to read and review data
-Ability to use data and customer insights to drive effective processes
-Exceptional written and verbal communication skills
-Highly organized and strong attention to detail with excellent follow-up
-Can quickly adapt to new clients, process and procedures, and policies 
-A knack for learning and desire to grow professionally
-Availability to work full time