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Online Help Content Quality Specialist

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This Online Help Consumer Operations team is all about focusing on the user. They generate help content for the client's flagship consumer products to actively support global users through help centers.

Top 3 Daily Responsibilities
- Evaluate vendor agent content QA, rewrites, and metrics reporting to make sure our vendors adhere to process and quality frameworks
- Create agent quality reporting and calibration analysis
- Communicate quality and productivity related updates and issues to Program Lead

Additional Responsibilities
- Ensure absolute consistency in measurement across the business and strive for objectivity and efficiency
- Work against established SLAs and metrics and be evaluated by the degree of their achievement

Required Skills
- BS/BA Manager is open to area of study
- 3-4 years of relevant working experience, preferably in online help customer support, content asset creation, or content strategy
-­Ability to analyze and measure the quality of customer support via online help channels, and appropriately manage escalation of support issues to Program Lead
- Demonstrated ability to evaluate agents on soft­ skills such as appropriate tone and writing style
- Strong communication skills
- Excellent problem-solving skills and analytical capabilities
- Fluency in Excel reporting (intermediate - Candidate must be able to create pivot tables and perform v-lookups)
- Proven ability to consistently meet or exceed performance related targets
- Strong planning and organizational skills and ability to manage conflicting priorities                                                                           

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