Customer Service Quality Assurance (CS QA)

JOB SUMMARY

The Customer Service Quality Assurance (CS QA) role ensures that all customer interactions meet Dermorepubliqs standards for quality, accuracy, tone, and marketplace compliance. This role safeguards the consistent application of the DERMO Framework and protects the brand from policy violations, misinformation, and reputational risk.

The CS QA focuses on continuous improvement—using real cases to identify gaps, improve agent performance, and strengthen customer trust.

KEY RESPONSIBILITIES

Quality Monitoring & Evaluation

Review customer chat interactions for accuracy, tone, and policy compliance.

Audit adherence to the DERMO Framework across all CS conversations.

Identify risks related to refunds, replacements, medical claims, or escalation handling.

Feedback & Reporting

Provide structured, constructive feedback to CS Lead

Maintain QA scorecards, quality benchmarks, and performance reports.

Support onboarding and refresher training using real chat examples.

Process & Policy Improvement

Identify recurring customer objections, confusion points, and agent errors.

Recommend updates to scripts, macros, FAQs, and internal playbooks.

Flag policy gaps or unclear scenarios to the CS Lead for review.

QUALIFICATIONS & REQUIREMENTS

Education:

Bachelors degree preferred but not mandatory.

Experience:

Experience in customer service, QA, or compliance-related roles preferred.

Familiarity with marketplace rules and refund logic is an advantage.

Skills & Competencies:

Strong attention to detail and analytical skills.

Clear written feedback and coaching ability.

Objective, fair, and improvement-focused mindset.