CQA and Onboarding Specialist

2 giorni fa

Re, Italia MyCaptain A tempo pieno
Job Title: CQA and Onboarding SpecialistLocation: WFH(currently can be called to office when required).Company: MyCaptainWorking Hours: Monday to Saturday 11:30 AM 8:30 PMAbout Us:MyCaptain is an edtech platform dedicated to empowering the youth by offering a wide range ofmentorship programs. Our mission is to enable young individuals to explore and pursue theirpassions. We are looking for a motivated and detail oriented CQA and Onboarding Specialist tojoin our dynamic team.Job Description:As a CQA and Onboarding Specialist at MyCaptain you will play a crucial role in ensuring a seamless onboarding experience for our users and maintaining high standards of quality in customer interactions. Your primary responsibilities will include conducting Customer Quality Analysis (CQA) and managing the onboarding process for new users.

Key Responsibilities:Customer Quality Analysis (CQA):
  • Conduct 1015 CQA evaluations per day to assess the quality of customer interactions and ensure compliance with company standards.
  • Provide detailed feedback and insights to the team to enhance customer satisfaction and improve overall service quality.
  • Collaborate with crossfunctional teams to address any identified issues and implement corrective actions.
Onboarding:
  • Manage the onboarding process for new users ensuring a smooth and positive experience.
  • Achieve a daily onboarding target of 40 users guiding them through the platforms features and ensuring they understand how to maximize their experience.
  • Address any queries or concerns from new users during the onboarding process providing timely and accurate assistance.
  • Reporting and Documentation:
  • Maintain accurate records of CQA evaluations and onboarding processes.
  • Generate daily and weekly reports on performance metrics highlighting key areas of improvement and success.
  • Continuously update and refine onboarding materials and CQA guidelines to reflect best practices.
Requirements:
  • Strong communication and interpersonal skills.
  • Ability to manage multiple tasks and meet daily targets in a fastpaced environment.
  • Detailoriented with a focus on quality and customer satisfaction.
  • Previous experience in a customer service or onboarding role is preferred but not mandatory.
  • Proficiency in using CRM systems and other relevant software tools.
  • A positive attitude and willingness to learn and adapt.
Working Conditions:
  • This is a fulltime position with working hours from Monday to Saturday 11:30 AM to 8:30 PM.
  • You will be part of a supportive team environment where collaboration and innovation are encouraged.
Benefits:
  • Competitive salary.
  • Opportunities for professional growth and development.
  • Access to mentorship programs and other company benefits.
  • Join MyCaptain and help us inspire and empower the next generation

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