About the Company
Ipsos is one of the largest market research and consulting firms in the world, dedicated to understanding and interpreting society, markets, and people. Our global teams conduct research across various sectors, providing actionable insights that drive client success. We pride ourselves on our scientific rigor, innovative methodologies, and commitment to delivering accurate and impactful data. Join us in shaping the future of customer experience.
Job Description
We are seeking meticulous and observant individuals to join our team as Virtual Secret Shoppers focused on Phone & Chat Support Evaluation. In this 100% remote role, you will play a crucial part in evaluating the quality of customer service interactions across various client programs. Your primary responsibility will be to objectively assess pre-defined customer service scenarios by engaging with support channels (phone calls and live chats) as a typical customer would. You will provide detailed, unbiased feedback on agent professionalism, adherence to scripts, problem-solving skills, and overall customer experience. This position is ideal for those with exceptional attention to detail, strong communication skills, and a commitment to accuracy.
Key Responsibilities
- Conduct phone and chat interactions as a secret shopper, following specific client guidelines and scenarios.
- Objectively evaluate customer service representatives on various metrics, including tone, professionalism, accuracy of information, efficiency, and problem resolution.
- Complete detailed evaluation forms and reports accurately and within specified deadlines.
- Document interactions thoroughly, including call recordings (if applicable) and chat transcripts.
- Provide constructive and unbiased feedback to help clients improve their customer service operations.
- Maintain strict confidentiality regarding all evaluation details and client information.
- Adhere to all project protocols, ethical guidelines, and quality standards.
Required Skills
- Excellent active listening skills and ability to recall details from conversations.
- Strong written communication skills for clear and concise reporting.
- High level of objectivity and ability to provide unbiased feedback.
- Proficiency with basic computer applications and reliable internet access.
- Exceptional attention to detail and accuracy in data entry and reporting.
- Ability to follow complex instructions and adhere to strict guidelines.
- Strong time management and organizational skills to meet deadlines.
Preferred Qualifications
- Previous experience in a customer service role, quality assurance, or market research.
- Familiarity with various customer support software and communication platforms.
- Ability to adapt quickly to new technologies and client requirements.
- A quiet, distraction-free home office environment.
Perks & Benefits
- Flexible part-time schedule, allowing for work-life balance.
- 100% remote work environment, eliminating commute times.
- Opportunity to contribute to improving customer service standards for leading brands.
- Access to a supportive team and comprehensive training.
- Professional development in customer experience evaluation techniques.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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