Customer Experience QA Specialist (Part-time)

Review customer interactions daily across the app and social media channels, including both written conversations and recorded interactions.

Check if the agent:

Understands the customer’s problem correctly.

Gives the right solution.

Responds in a friendly, caring, and natural Lovepop style.

Follows Lovepop’s rules and process.

Points out mistakes and explains how they should be improved.

Find repeated problems from agents or from the current process.

Suggest simple ways to improve replies, FAQs, instructions, and the working process.

Check again after feedback to make sure the same mistakes are reduced.

Prepare a short weekly report with:

Main mistakes found.

Repeated customer problems.

Actions that should be improved.

Progress from previous weeks.

Experience in quality assurance, including reviewing customer service interactions and identifying gaps in quality, accuracy, tone, or process adherence.

Able to track corrective actions through to completion and verify that improvements have been implemented.

Confident in providing clear, specific, and constructive feedback.

Customer-focused perspective: able to assess interactions from the customer’s point of view and recognize what would make the experience better—not simply follow a checklist.

Location requirement: This role can be remote, but ideally the first month should be onsite to learn the job and experience Lovepop’s culture.