About the Company
LivePerson is a global leader in conversational AI, empowering brands to create more human connections with their customers. Our mission is to make life easier for people and brands everywhere by transforming how they interact. We provide innovative solutions that improve customer experience and drive business results for thousands of the world’s leading brands, fostering a culture of innovation, collaboration, and continuous improvement.
Job Description
We are seeking a highly detail-oriented and analytical Remote Customer Support Auditor to join our quality assurance team. This 100% remote role allows you to work from anywhere with a stable internet connection, utilizing your own laptop. As a Customer Support Auditor, you will play a critical role in maintaining and enhancing the quality of our customer interactions by reviewing and analyzing customer service calls, chats, and other communications. Your insights will directly contribute to agent training, process improvements, and overall customer satisfaction. This is an excellent opportunity for someone with a keen eye for detail and a passion for exceptional customer service.
Key Responsibilities
- Conduct regular audits of customer support interactions (calls, chats, emails) to ensure adherence to company policies, procedures, and quality standards.
- Evaluate agent performance based on established rubrics, focusing on accuracy, professionalism, empathy, and problem-solving effectiveness.
- Provide constructive feedback and identify areas for improvement for individual agents and the wider support team.
- Identify trends and root causes of quality issues, reporting findings to management and suggesting corrective actions.
- Collaborate with training and operations teams to develop and implement targeted coaching and training programs.
- Maintain accurate records of all audit findings and performance metrics.
- Stay up-to-date with product knowledge, policy changes, and industry best practices.
- Contribute to the ongoing refinement of quality assurance guidelines and auditing processes.
Required Skills
- Minimum of 2 years of experience in a customer service, call center, or quality assurance role.
- Exceptional attention to detail and strong analytical skills.
- Excellent written and verbal communication skills.
- Proficiency in using CRM software, quality monitoring tools, and Microsoft Office Suite (especially Excel).
- Ability to work independently in a remote environment with minimal supervision.
- Strong organizational skills and ability to manage multiple tasks simultaneously.
- High level of empathy and understanding of customer needs.
Preferred Qualifications
- Experience with conversational AI platforms or digital customer engagement solutions.
- Previous experience as a Quality Assurance Analyst or Auditor.
- Familiarity with Google Workspace applications.
- Certification in customer service or quality management.
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and holidays.
- 401(k) retirement plan with company match.
- Employee assistance program.
- Professional development opportunities.
- Flexible 100% remote work environment.
- Equipment stipend for home office setup.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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