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Community Quality Associate

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This is a six month project based role with two main focus areas: Community forum quality and Community social operations quality for this top tech company.
Community forum quality will involve; reviewing responses in product forum posts for 11 different products. The support associate will determine whether or not each forum thread has been responded to appropriately using a quality scorecard. He or she will help identify main drivers of non resolution and poor tone. Our goal is to provide a delightful and high quality support experience, so the ability to recognize an excellent customer experience is essential.

Community social operations quality will involve; integrating assessing tweet responses from our Twitter agents, the associate will use our scorecard to evaluate the quality of tweets along multiple attributes. The support associate will also assist in marking sentiment of Twitter interactions (sentiment of the user asking a question, sentiment of the response and sentiment of the user after the response). Additionally, they will be responsible for marking tweets we receive in our support channel as unrelated or irrelevant. As such, previous experiencing either working with Conversocial or with Twitter support would be a huge benefit.

Duties and Responsibilities:
-Review community forum threads and evaluate for quality
-Review community tweets and evaluate for quality
-Identify main drivers of poor quality and help drive initiatives for improvement
-Monitor and tag sentiment of Twitter support interactions
-Perform hygiene on existing received tweets, removing irrelevant or unnecessary posts

Key Skills and Requirements:
-2 years minimum in a related role
-Must have experience working with social media in a community/support role
-People person: ability to connect to others and to recognize excellent customer support
-Excellent communication skills
-Experience using Twitter
-As project is process heavy, a strong attention to detail is required
-Interest in technology
-Bilingual Spanish a plus
-Conversocial experience is a plus

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