CX Quality Assurance Coordinator at iHerb

| Pasadena
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Job Summary: 

The CX QA Coordinator is responsible for performing manual end to end quality assurance testing on iHerb.com and all respective iHerb customer facing site features on desktop, mobile and app platforms. This QA position will be an expert in iHerb.com’s features and have a strong passion for uncovering opportunities for improvements. 


Daily tasks will include reviewing all major language versions of the iHerb site to find enhancements and bugs on the website, testing company marketing emails, and checking that all assets and links are working correctly. This position works closely with project management, product managers, developers and designers. Must be focused, results-oriented, self-motivated, and a resourceful problem-solver. Our ideal candidate is one that can thrive in a fast-moving, creative company.


Job Expectations:

Review iHerb project and product development requirements to ensure requirements are clearly met when testing

Analyze requirements and test across all platforms to ensure site is working as expected

Ensure functionality is working per requirements

Submit all bugs and enhancements into ticket system

Ensure tickets are resolved in a timely manner

Escalate issues to team as necessary

Provide regular reports on testing and bugs found on the site

Ability to turn over multiple projects and tasks within a day.

Work with Promotions team to assure all promotions and coupons reflect correctly on site

Daily QA tasks


The duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job.  Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice.


Knowledge, Skills, and Abilities:

   Required:

Understanding of iHerb’s customer channels, the internal structure of a customer support team and IT team. 

Excellent in written and verbal communication. Experience producing customer facing content is a plus. 

Knowledge of brand management and international customer service

Detailed and deadline oriented with excellent project management skills.

Ability to work in an extremely fast paced environment with changing priorities, while maintaining attention to detail and a focus on automation

Bilingual is a major plus.

                                                     

Equipment Knowledge: 

Knowledge of Microsoft Office: Word, Excel, and PowerPoint.

Zendesk reporting knowledge

Knowledge in excel and Google


Experience Requirements:


Generally requires a minimum of 2 years of experience in a project coordination role in an ecommerce environment.

2+ years of experience in Web QA, preferably on an international ecommerce website.

1-2 years of experience with working with a chatbot, including building customer flows and adding content. 

Experience in building or maintaining a customer self-service page 

Experience in customer data analysis and/or Voice of Customer presentations. 


Education Requirements:

Bachelor’s Degree in Business, Marketing or related field preferred, or a combination of education and equivalent work experience.


Judgment/Reasoning Ability: Able to identify, troubleshoot and resolve problems quickly using sound judgment, poise and diplomacy. Ability to use judgment and reasoning skills, and determine when to escalate issues, as required, in a timely manner.


Physical Demands:  The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job.  While performing the duties of this job, the Team Member is regularly required to talk and hear. The Team Member is frequently required to sit, walk, climb stairs, use hands and fingers, bend, stoop and reach with hands and arms. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the work day. The Team Member may occasionally lift or move office products and supplies up to 25 pounds.  Proper lifting techniques required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Work Environment: The noise in the work environment is usually moderate. Other factors are:


Hectic, fast-paced with multi-level distractions

Professional, yet casual work environment

Office / Warehouse environment

Ability to work extended hours as required


#LI-ZL1


At iHerb we strive for innovation, targeted at delivering a customer-centric experience while transforming the online shopping experience. We change direction and define ourselves in the idea that individually we are incredible but united our growth is infinite and paramount to our success. iHerb strives to be the global industry leader!
iHerb is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. iHerb provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment.

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