Quality Assurance Analyst, Customer Service

 Xometry - Company site
 August 3, 2022
 Remote, US
Xometry (NASDAQ: XMTR) powers the industries of today and tomorrow by connecting the people with big ideas to the manufacturers who can bring them to life. Xometry’s digital marketplace gives manufacturers the critical resources they need to grow their business while also making it easy for buyers at Fortune 1000 companies to tap into global manufacturing capacity.
Quality Assurance Analyst, Customer Service
 
Xometry believes in no customers being left behind. The quality assurance analyst will assist our operations team in ensuring that all customer and partner communications are met and addressed in a timely fashion and within a predetermined service level agreement. If you believe in helping teams to deliver the best possible customer experience this role could be perfect for you! 
 
Job Description
●      Perform quality assurance monitoring of all POD (dedicated fulfillment group) communication interactions utilizing system tools
●      Provide feedback to assist management in their coaching and development of staff skills relative to expectations
●      Escalating and coordinating with case owners to ensure rapid resolution of aging and/or urgent issues
●      Participate in daily reviews to help monitor patterns and identify unmet customer needs
●      Compile and report on quality results and trends
●      Create quality scorecards in an effort to continuously improve our interactions
Specialized Knowledge & Skills
●      Requires the ability to communicate clearly and interface effectively with a diverse group of professionals
●      Requires knowledge of quality assurance/quality control work practices, processes, and current technology
●      Clear communicator (written and verbal) for talking with stakeholders about requests
●      2-5 years of relevant quality assurance experience
●      Bachelor’s degree or relative experience
●      Basic Excel/sheets skills are helpful to be successful
●      You have strong written and verbal communication skills
●      You have a high level of attention to detail and deeply well organized
●      Passion for customer advocacy and ensuring the best possible user experience
 
 
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Xometry is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Xometry participates in E-Verify and after a job offer is accepted, will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.