Customer Service QA Lead

Customer Service QA Lead

REVOLVE is the next-generation fashion retailer for Millennial and Generation Z consumers. As a trusted, premium lifestyle brand, and a go-to online source for discovery and inspiration, we deliver an engaging customer experience from a vast yet curated offering totaling over 45,000 apparel, footwear, accessories and beauty styles. Our dynamic platform connects a deeply engaged community of millions of consumers, thousands of global fashion influencers, and more than 500 emerging, established and owned brands. Through 16 years of continued investment in technology, data analytics, and innovative marketing and merchandising strategies, we have built a powerful platform and brand that we believe is connecting with the next generation of consumers and is redefining fashion retail for the 21st century.

At REVOLVE the most successful team members have a thirst and the creativity to make this the top e-commerce brand in the world. With a team of 1,000+ based out of Cerritos, California we are a dynamic bunch that are motivated by getting the company to the next level. It's our goal to hire high-energy, diverse, bright, creative, and flexible individuals who thrive in a fast-paced work environment. In return, we promise to keep REVOLVE a company where inspired people will always thrive.

To take a behind the scenes look at the REVOLVE "corporate" lifestyle check out our Instagram @REVOLVEcareers or #lifeatrevolve.

Are you ready to set the standard for Premium apparel?

Main purpose of the Customer Service QA Lead role:

This is a full time role for a candidate who is responsible for overseeing and enhancing agent interactions to improve the customer experience. The Quality Assurance Lead will identify areas of improvement in customer service representatives' knowledge and accuracy to improve quality and first contact resolution.

Major Responsibilities:

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Review email, chat, and phone call communications ensuring that service standard and company ideals are upheld.
• Regularly provide feedback to call center agents on performance and quality
• Provide team leaders and management with regular agent performance feedback
• Follow-up on customer survey ratings with agents and provide coaching to improve the interaction
• Identify areas for on-going training within the department
• Keep pace with best practices in Customer Service and implement as necessary
• Assist in creating training modules on effective communication
• Participate in review and enhancement of onboarding training materials and session
• Navigate proficiently through multiple systems in use in the department

Required Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

• Ability to work in a team environment and give honest and direct feedback
• Ability to work in the intensity of a high volume inbound call center and capable of upholding the highest quality standards for individual output
• Creative aptitude and vision to recognize and understand the needs of e-commerce customers
• Excellent attention to detail
• Possess strong written and verbal communication skills
• Ability to communicate and tailor messages to different audiences

Minimum Qualifications:

• High School Diploma

• 2+ years in customer service

• Type 40+ words per minute

• Experience with Microsoft Word and Excel

Preferred Qualifications:

• Knowledge of REVOLVE's policies and procedures in relation to the customer service department

• 4+ years in customer service, help desk or call center experience in a retail environment

• Quality Assurance or training experience

A successful candidate works well in a dynamic environment with minimal supervision. At REVOLVE we all roll up our sleeves to pitch-in and do whatever it takes to get the job done. Each day is a little different, it's what keeps us on our toes and excited to come to work every day.

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