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Quality & Customer Support Specialist

Remote: 
Full Remote
Contract: 
Full time
Experience: 
Senior (5-10 years)
Work from: 
Asia

Offer summary

Qualifications:

Bachelor's degree, 5+ years in quality management, Experience in customer support teams, Knowledge of Lean and Six Sigma, Strong analytical problem-solving skills.

Key responsabilities:

  • Conduct quality audits and assessments
  • Establish and monitor KPIs
  • Analyze data to identify improvement trends
  • Facilitate training for new hires
  • Collaborate cross-functionally on quality issues
Editorialist logo
Editorialist Online Marketplace and E-commerce Scaleup https://editorialist.com/
51 - 200 Employees
About Editorialist
Welcome to Intelligent Luxury! We are the Future Of Luxury Online Shopping & Editorial. A comprehensive, technology-powered approach to servicing the luxury goods shopper. Our goal is to deliver the most personalized experience for shoppers across all platforms. Editorialist YX fuses personal styling, content, and shopping in one seamless digital experience driven by proprietary technology, e-commerce tools and luxury fashion content. We are reinventing the way brands and retailers reach UHNW consumers. We connect affluent shoppers with best-in-class stylists and editors and connect brands with the most powerful consumer, all while delivering a personalized white glove experience. EYX drives greater efficiency and effectiveness, resulting in sales uplift. STYLING: EYX's Invite-Only Private Client Membership service is our flagship offering for the true luxury goods consumer. We combine high-end styling with personalized technology to seamlessly integrate our clients' wardrobes with their lifestyle. Our stylists work with clients one-on-one to edit, inventory, and digitize their wardrobe, shape and build their collection, and create outfits for every occasion. CONTENT: We leverage our leading editorial authority, expert styling and curation to create elevated storytelling with a luxury aesthetic and unique POV - all designed to drive shopping. SOCIAL: Our social platform provide an elevated aesthetic designed to bring the epitome of luxury to life across all facets within every post. We spotlight the most sought-after products and include a call-to-action across every post. TECHNOLOGY: The App delivers a personalized shopping feed experience exclusively for each client. Our machine learning utilizes proprietary data to ensure personalized recommendations, outfit creations and shopping feeds. We guarantee stylists make the right decisions and recommend the smartest items to our clients. Learn more & Enroll: https://editorialistyx.com/experience-yx/
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Job description

The Customer Support Specialist is a seasoned professional responsible for providing expertise in quality management, process improvement, and operational excellence. This role involves collaborating with cross-functional teams, identifying areas for improvement, implementing best practices, and ensuring adherence to quality standards. The & Customer Support Specialist will play a crucial role in driving continuous improvement initiatives, optimizing processes, and fostering a culture of excellence within the organization.

Responsibilities
  • Quality Management:
  • Conduct regular audits and assessments to evaluate the effectiveness of quality processes.
  • Collaborate with stakeholders to establish and monitor key performance indicators (KPIs) related to quality.
  • Data Analysis and Reporting:
  • Analyze data and metrics to identify trends, patterns, and areas of improvement.
  • Prepare regular reports and presentations on quality and process performance for management review.
  • Process Improvement:
  • Identify opportunities for process improvement based on identified trends and patterns of the defects.
  • Implement Lean and Six Sigma methodologies to drive continuous improvement.
  • Training and Development:
  • Facilitate training sessions for the new hires and help them onboard with the end-to-end process of order fulfillment
  • Provide training/refresher sessions and workshops on identified process improvement initiatives.
  • Cross-Functional Collaboration:
  • Collaborate with departments to understand their unique processes and challenges.
  • Facilitate cross-functional teams to address quality issues and implement improvement initiatives.

    • Requirements
  • Bachelor's degree with minimum 5+ years of experience on quality management and process improvement with customer support teams
  • Proven experience in quality management, process improvement, and operational excellence.
  • In-depth knowledge of Lean, Six Sigma, and other process improvement methodologies would be an asset.
  • Strong analytical and problem-solving skills with the ability to interpret complex data.
  • Excellent communication and presentation skills.Knowledge of industry-specific quality standards and regulations.
  • Excellent organizational skills and attention to detailProactive and self-motivated, with the ability to work independently and as part of a team.

    • Bonus Points
  • You communicate regularly and clearly with your co-workers and are never afraid to ask questions.
  • You are eager to take on more responsibility and assist when needed.
  • You love what you do and are curious about all facets of Editorialist.
  • You are a team player who is comfortable working across an organization that is growing while doing.

    • Required profile

    Experience

    Level of experience: Senior (5-10 years)
    Industry :
    Online Marketplace and E-commerce
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Quality ManagementPresentation TrainingProcess ImprovementData AnalysisStandards Organization

    Other Skills

    • Training And Development
    • Problem Solving
    • Detail Oriented
    • Verbal Communication Skills
    • Organizational Skills
    • Self-Motivation
    • Analytical Skills
    • Collaboration
    • Teamwork
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