Quality Analyst (AU Retail, Office-based) at Connectly

Mandaluyong, Metro Manila, Philippines

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

RetailIndustries

Requirements

At least 2 years of QA experience
Proficient in Zendesk
Minimum of 3 years of exposure to a customer service environment
Strong analytical skills
Attention to detail
Commitment to providing exceptional customer experiences
Nice to have: Designing and creating training programs
Nice to have: Previous experience in the Australian Retail industry

Responsibilities

Complete safety training and adhere to safety management policies, contributing to reporting
Run regular reports, analyze metrics, and share findings with relevant teams
Report ongoing issues during weekly SME meetings and customer care manager meetings
Maintain a Training scorecard for QA to track team knowledge development
Evaluate support engagements against predetermined quality benchmarks
Recognize opportunities and organize regular training with stakeholders (products, stores, explore more, VM team) to ensure accurate information provision
Analyze customer service metrics (e.g., CSAT, FRT, IQS) and their correlation with support team performance
Provide input and recommendations to enhance the customer experience internally and externally
Report ongoing issues to the Team Leader and Customer Care Manager; hold regular meetings with internal stakeholders
Regularly interact with team leaders to update performance of team members and identify opportunities for process improvement

Skills

Key technologies and capabilities for this role

ZendeskQuality AssuranceCustomer ServiceMetrics AnalysisCSATFRTIQSReportingTraining CoordinationStakeholder Communication

Questions & Answers

Common questions about this position

What benefits are offered for this position?

Benefits include medical, dental coverage, and life insurance from day 1, paid vacation and sick leave with quarterly sick leave conversion, competitive salary package and annual appraisal, financial assistance program, mandatory government benefits and 13th month pay, complimentary sleeping quarters, coffee, and office fitness and wellness facilities.

Is this role remote or office-based?

This is an on-site, office-based position in the AU Retail environment.

What skills and experience are required for this Quality Analyst role?

Candidates need at least 2 years of QA experience, proficiency in Zendesk, and a minimum of 3 years in a customer service environment. Nice-to-have skills include designing training programs and experience in the Australian Retail industry.

What is the company culture like at ConnectOS?

ConnectOS is certified as a Great Place to Work, emphasizing a dynamic retail environment with a commitment to exceptional customer experiences, continuous improvement, and comprehensive benefits.

What makes a strong candidate for this Quality Analyst position?

A strong candidate will have at least 2 years of QA experience, Zendesk proficiency, 3+ years in customer service, and ideally experience in Australian Retail or creating training programs, along with strong analytical skills and attention to detail.

Connectly

AI-powered marketing automation for e-commerce

About Connectly

Connectly.ai automates sales and marketing for e-commerce businesses through its AI-powered platform, Sofia AI. This platform integrates with popular e-commerce systems like Shopify and Vtex, allowing for automated, personalized conversations with customers across various channels. Connectly.ai stands out by significantly reducing time spent on administrative tasks and improving the sales closing process. The company's goal is to enhance efficiency and sales for e-commerce businesses.

San Francisco, CaliforniaHeadquarters

2020Year Founded

$33.7MTotal Funding

SERIES_BCompany Stage

Consumer Software, AI & Machine Learning, Consumer GoodsIndustries

51-200Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Unlimited Paid Time Off

Flexible Work Hours

Remote Work Options

Company Equity

Risks

Increased competition from Alibaba's AI initiatives could overshadow Connectly's offerings.

Reliance on Shopify and Vtex poses risks if they develop their own AI solutions.

Rapid AI advancements require Connectly to continuously innovate to stay competitive.

Differentiation

Connectly.ai automates sales and marketing for e-commerce with AI-powered Sofia AI platform.

The platform integrates seamlessly with Shopify and Vtex, enhancing user experience and sales.

Connectly.ai supports over 20 languages, including local slang, for personalized customer interactions.

Upsides

Connectly.ai raised $20 million in Series B funding led by Alibaba in 2023.

The platform's AI-driven personalization boosts conversion rates and customer satisfaction.

Connectly.ai's multilingual support enhances global customer engagement and market reach.

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