【About CuboAi】

CuboAi is a FamTech company known for its award-winning AI baby monitor. We broke the crowdfunding record on the day of its release in 2019 and went on to rank as one of the Top Best Sellers on Amazon the following year. Originally founded in Taiwan, we've now expanded our market presence to North America, Europe, Australia, and other Asian countries.

We pride ourselves as a user-centric company, putting our customers first and creating products that not only meet but also exceed parents' needs. We also value being open-minded, empathetic, and agile. If you hold the same values as we do, come join us on our journey to bringing health & happiness to families all over the world!

We are looking for a Quality Assurance Leader with strong motivation and experience to join our CuboAi Customer Service team. This role is crucial in ensuring our customers receive exceptional service from our representatives. The Quality Assurance Leader will monitor and evaluate customer interactions, create quality assurance programs, and improve service quality.

【What you will do】

• Conduct regular quality assessments of customer service interactions, including emails and chat conversations.

• Identify areas of improvement and provide constructive feedback to customer service representatives.

• Develop and implement quality assurance guidelines, processes, and standards to enhance service quality.

• Create and maintain detailed quality assurance reports and performance metrics.

• Collaborate with training and development teams to address skill gaps and training needs.

• Lead calibration sessions with the customer service team to ensure evaluation consistency.

• Provide coaching and mentoring to customer service representatives to improve their performance.

• Stay up-to-date with e-commerce best practices and emerging trends in customer service quality.

• Assist in the onboarding process and training of new customer service representatives.

• Participate in cross-functional teams to drive process improvements and enhance customer satisfaction.

【Requirements】

To be successful in this role, candidates should possess the following qualifications:

• Bachelor's degree.

• Minimum of 2 years of experience in a customer service role.

• Familiarity with quality assurance schemes and best practices.

• Fluent in both Chinese and English (written and spoken).

• Prior experience as a Quality Assurance Specialist is a plus.

• Strong analytical and problem-solving skills.

• Excellent communication and interpersonal skills.

• Detail-oriented with a commitment to accuracy.

• Ability to work independently and as part of a team.

• Proficiency in using quality assurance tools and software.

• 1st. Interview: Meet CS Head and HR at CuboAi Office
• Final Interview: Meet Chairman and COO at CuboAi Office