The Quality Control Specialist will monitor and evaluate customer interactions and shift leader performance to ensure service standards are met. They are responsible for preparing detailed quality reports, providing actionable insights, and conducting coaching sessions to address performance gaps.
You will serve as the primary point of contact for customers, resolving inquiries via live chat and email while maintaining accurate case records in Zendesk. Additionally, you will investigate technical and account issues, ensuring compliance with security procedures and escalating complex cases when necessary.
Conduct risk assessments to detect fraud and suspicious activity while performing enhanced due diligence on customers. Collaborate with internal fraud and payment teams to resolve verification issues and maintain accurate records.
