Quality Assurance Analyst, Customer Interactions
About Us
Mood is the fourth fastest-growing e-commerce company in the US! We help people buy the highest-quality hemp THC products online. We have 700,000+ customers, over 100,000 5-star reviews, profitability, and we just turned two years old! Our mission is to help people access safe, high-quality THC products tailored to their mood. We care deeply about creating great products, hiring a world-class team and creating the environment to do our best work.
Position Overview
Our customer success and sales teams are dedicated to providing exceptional service and building strong relationships with our customers. We are seeking a Quality Assurance Analyst to join our team and ensure the highest standards of customer interactions. We are a high-volume Customer Success contact center averaging ~4,000 customer interactions each week across chat, phone, and email.As a Quality Assurance Analyst, you will be responsible for monitoring, evaluating, and providing feedback on inbound and outbound interactions from our Customer Support and Sales teams.
Your role is crucial in ensuring adherence to Mood's policies and procedures, contributing to exceptional customer service, and enhancing overall team performance.
Key Responsibilities
- Conduct comprehensive audits of customer interactions across all channels (chat, phone, and email) to assess quality and compliance with company standards.
- Provide actionable feedback and coaching notes to help facilitate effective coaching sessions.
- Identify trends and provide insights from audit findings to the QA Manager to support improvements in customer interactions, standard operating procedures, and overall service quality.
- Participate in calibration sessions to maintain alignment and ensure consistent application of quality standards and criteria.
- Maintain up-to-date knowledge of all workflows, processes, and policies across all interaction channels.
Must-Haves
- Minimum of 2 years of contact center experience, with at least 1 year in a Quality Assurance Analyst role within a call center environment.
- Excellent communication and interpersonal skills, both written and verbal, with strong critical thinking abilities to provide clear and constructive feedback.
- Strong analytical skills with attention to detail and accuracy in collecting, organizing, and analyzing data; able to prioritize tasks based on impact.
- Proficiency in industry best practices and quality assurance methodologies, with experience using QA tools and software to monitor and evaluate customer interactions.
- Ability to work independently and manage multiple tasks effectively in a remote work environment.
Nice-to-Haves
- Ecommerce experience in customer support.
- Proficiency in ZenDesk and Kaizo.
- Experience working with AI tools within quality assurance processes.
What We Offer
The compensation range for this role is $46,000 - $50,000 annually based on experience.And we have a great benefits package to include:
- Unlimited PTO
- Work-from-anywhere policy
- 401k with 4% match
- Health, dental, and vision benefits
- Paid parental leave
- Wellness reimbursement
- Free Friday lunches
Application Process
We respond within 5 business days. A few short interviews followed by a day of real paid work.📜 Apply – send in a short paragraph and your CV📞 Meet the hiring manager – 30-minute call to hear your motivations and answer your questions💻 Work history interview – 30-minute experience discussion👩‍💻 Day of paid work – work a real problem and get to know what working at Mood is like🎉 Offer – if it’s a yes, we make you an offer!Mood is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
