Customer Experience QA Specialist (Part-time)

Role overview A part-time quality assurance role focused on reviewing customer support interactions across a mobile app and social media channels for a paper art and gifts brand. The position ensures that responses are accurate, helpful, and delivered in a warm, on-brand tone while coaching agents toward continuous improvement. The work is part operational review and part light coaching and process feedback.

Responsibilities - Review daily customer interactions, including written conversations and recorded exchanges across app and social channels - Evaluate whether agents correctly understood the issue, offered the right solution, and matched brand voice and process - Identify mistakes, explain them clearly, and recommend how to fix them - Spot recurring problems from agents or processes and suggest updates to replies, FAQs, instructions, or workflows - Re-check interactions after feedback to confirm the same mistakes are reduced - Prepare a short weekly report summarizing key issues, recurring problems, recommended actions, and progress from prior weeks

Requirements - Excellent English proficiency in reading, listening, and written communication - Strong operational and execution skills with the ability to follow through on improvements - Prior experience in customer service or quality checking preferred - Detail-oriented with the ability to recognize patterns and understand root causes - Comfort delivering feedback that is clear, specific, and constructive - Genuine service mindset and the ability to see situations from the customer's point of view

Nice to have - Experience scoring interactions against a structured quality framework - Familiarity with social media support tools, helpdesk platforms, or CRM systems