Customer Experience QA Specialist (Part-time)
Review and quality-check customer interactions handled by Lovepop’s Happiness team across the app and social media channels to ensure customers receive accurate, helpful, and consistent support that reflects the Lovepop experience.
Accountabilities
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Review customer interactions daily across the app and social media channels, including both written conversations and recorded interactions.
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Check if the agent:
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Understands the customer’s problem correctly.
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Gives the right solution.
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Responds in a friendly, caring, and natural Lovepop style.
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Follows Lovepop’s rules and process.
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Points out mistakes and explains how they should be improved.
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Find repeated problems from agents or from the current process.
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Suggest simple ways to improve replies, FAQs, instructions, and the working process.
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Check again after feedback to make sure the same mistakes are reduced.
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Prepare a short weekly report with:
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Main mistakes found.
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Repeated customer problems.
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Actions that should be improved.
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Progress from previous weeks.
Qualifications
- Excellent English proficiency, with the ability to understand and assess customer service communications accurately.
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Experience in quality assurance, including reviewing customer service interactions and identifying gaps in quality, accuracy, tone, or process adherence.
- Strong analytical skills to spot recurring issues, investigate their root causes, and recommend practical improvements.
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Able to track corrective actions through to completion and verify that improvements have been implemented.
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Confident in providing clear, specific, and constructive feedback.
- Careful and detail-oriented, with sound judgment and a consistent approach to quality reviews.
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Customer-focused perspective: able to assess interactions from the customer’s point of view and recognize what would make the experience better—not simply follow a checklist.
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Location requirement: This role can be remote, but ideally the first month should be onsite to learn the job and experience Lovepop’s culture.
- Working time: 4 hours per day from Mon to Fri. Working hours should overlap with Lovepop Vietnam’s daytime hours by at least 1 hour for meetings or discussions.
What Success Looks Like
Skills
As published by lever · 1 question · 1 written answer
Resume/CV, Full name, Email, Phone, Current location, Current company, LinkedIn URL, Twitter URL, GitHub URL, Portfolio URL, Lovepop
- Please submit a 1–2 minute video introducing yourself in English. Tell us briefly about your background, how you use English in your daily life or work, and your experience communicating with native English speakers, particularly Americans. Thank you!