About The Role:

As a Quality Specialist, you’ll play a vital role in assisting in the delivery of exceptional customer service. You will monitor, assess, and improve the quality of interactions between our Customer Support Teams and end-users, by analysing user interactions, providing feedback, and implementing quality assurance measures. You will contribute to enhancing overall customer satisfaction, maintain service excellence, and improve on internal policies.

As a customer-centric company, Taskrabbit is looking for the right person to help us to continue to grow and improve.

What you’ll work on:

• Monitor and evaluate interactions, including phone calls, email, chat, messaging tickets, to ensure adherence to established quality standards, as well as assessing Agent’s communication skills and problem-solving abilities.
• Conduct regular evaluations of Agents performance according to our quality rubric, following up with constructive feedback and coaching to improve performance
• Analyse customer service metrics and key performance indicators to identify trends and areas for improvement and provide this feedback to the supervisors.
• Identify process improvements to enhance efficiency and customer satisfaction based on our quality rubric.
• Provide feedback to Customer Support representatives on areas of improvement based on Quality Evaluation.
• Share relevant feedback with the Training & Development Team to ensure onboarding success.
• Identify user feedback so that the leadership team may integrate into quality assessment. 
• Work closely with the Customer Support team to address recurring issues and improve overall service delivery.

Requirements:

• Experience in Customer Support or Quality & Training.
• Analytical & problem solving skills.
• Good communication & interpersonal skills.
• Detail-oriented with a focus on improvement, and takes pride in a job well done.
• Fluency in English and Italian is required, and skills in Portuguese and/or Spanish are a welcome bonus.
• Available full-time (40 hours / week).
• Eligible to work in Poland, we will not support relocation for this position.

Compensation & Benefits:

At Taskrabbit, our approach to compensation is designed to be competitive, transparent and equitable. Total compensation consists of base pay + bonus + benefits + perks. The annual gross pay range for this position is 103,000 PLN – 130,000 PLN. This is the base pay only, and does not include any other total cash compensation amounts, such as company bonus or benefits.