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Mid LevelFull-timeRustAWSAI
Salary Range
$36,720 - $49,680 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
Plaud Inc. is seeking a Customer Support Quality Auditor to join our growing team. This role involves conducting quality audits of support tickets across multiple channels and evaluating agent performance to drive continuous improvement.
Key Responsibilities
- →Conduct quality sampling and in-depth analysis of support tickets across all channels, including Chat, Email, Messaging, and Amazon.
- →Evaluate agent performance across multiple dimensions: Accuracy, Compliance, Problem-Solving Efficacy, and Customer Experience (CX).
- →Identify and tag issues by source to distinguish between Controllable Agent Errors, Upstream Bottlenecks, and Systemic Constraints.
- →Identify recurring pain points to drive updates in SOPs, training materials, and workflow optimizations.
- →Collaborate with CS Team Leads, BPO Management, and Ops/Product teams to close the quality loop.
Requirements
- ✓Proven experience in CS QA, Quality Management, or Support Operations.
- ✓Possess an outcome-oriented mindset: able to distinguish between Execution Failures vs. System Design Flaws, and Individual Error vs. Process Deficiency.
- ✓Familiarity with at least one support domain: Technical Support, Logistics/After-sales, or Platform-specific support (e.g., Amazon Compliance).
- ✓Proficient in English with a deep understanding of Western user context and communication nuances.
Free to sign up. Takes 30 seconds.
