Training and Quality Assurance Specialist

About Us:

We’re Helium 10, the leading Software company for Amazon sellers. We move fast, really fast, so we need someone who can keep up. We’re experts at our craft (and if not, we become experts, fast!) and we hold each other to a high standard. Why? We’re shaping the future for Amazon sellers and our customers deserve the best. We make tough decisions, own up to mistakes, and above all, we find solutions to problems.

About the role:

The Training and Quality Assurance Specialist will play a dual role, focusing primarily on developing and delivering high-quality training programs for our Customer Support team while undertaking quality assurance duties to ensure the highest customer service standards. This position is pivotal in elevating our customer support capabilities and maintaining our commitment to excellence.

 Responsibilities:

• Design and implement comprehensive training programs for new hires and existing staff, covering product knowledge, customer service skills, and system use.
• Conduct ongoing quality assessments of customer interactions, identifying areas for improvement and ensuring compliance with Helium 10's high standards. 
• Collaborate with leadership to develop training and QA strategies that enhance team performance and customer satisfaction. 
• Utilize feedback and performance data to refine training materials and QA processes continually. 
• Foster a culture of continuous improvement and professional growth within the Customer Support team.
• A dynamic individual with a unique blend of skills in training and quality assurance, ideally within a customer support context. You thrive in fast-paced environments and embrace the dual challenges of training and quality control.
• Highly organized, detail-oriented, and capable of managing multiple priorities with minimal supervision. You are self-motivated and not reliant on micromanagement, demonstrating the initiative to identify tasks and seek ways to contribute proactively.
• An excellent communicator with a passion for education, capable of conveying complex information in an engaging and accessible manner. You can inspire and instill knowledge in others, fostering a culture of continuous improvement.
• A problem-solver with a proactive approach to identifying and resolving issues before they impact customer satisfaction. You continuously seek opportunities for improvement, both in processes and personal skill sets.

Skills & Qualifications:

• Must be based in the Philippines.
• Must have a good command of the English Language, both oral and written. (Important)
• 3+ Years of experience in a similar role or function with a focus on Support Operations.
• Experience working with a mid-sized and scaling global team that provides 24/7 Support.
• We're seeking someone with in-depth knowledge and hands-on experience in creating and managing support tools and systems, such as Zendesk, Slack, and Jira. It's also beneficial if you have worked with other customer relationship management (CRM) software.
• Proven track record of building effective diverse teams in Support-related functions.
• Understanding of key elements to create and execute scalable quality assurance across multiple Support functions.
• Outstanding ability to analyze data.
• Ability to use or utilize MS Office applications.
• Must be willing to conduct or hold training sessions.
• We are looking for someone who can work for us full time and will not be employed anywhere else (existing or future), especially with businesses resembling Amazon or services for Amazon/Amazon sellers.
• Must be willing to work during PH/US holidays. 
• Must be willing to do shift changes (i.e., Graveyard shift this month, then morning shift next month, PH time). Also, the weekend off PH time is not a guarantee. ● Must be willing to be trained and undergo an evaluation period.
• Knowledge of e-commerce platforms.

Skills & Qualifications:

• Based in the Philippines with excellent command of the English language, both oral and written.
• A minimum of two (2) years of experience in a training role within customer support or a similar area.
• At least two (2) years of experience in quality assurance tasks related to customer support. 
• Must be willing to do shift changes (i.e., Graveyard shift this month, then morning shift next month, PH time). Also, the weekend oƯ PH time is not a guarantee.
• Must be willing to be trained and undergo an evaluation period.
• Must be willing to work during PH/US holidays.
• We are looking for someone who can solely work for us (full-time) and will not be employed anywhere else (existing or future), especially with businesses having a resemblance to Amazon or services for Amazon/Amazon sellers.
• We are passionate about our mission and seek individuals who share our dedication. Only those genuinely committed to a long-term career should apply. Please note our hiring process takes at least three weeks to ensure we find the best fit for our team. We appreciate your understanding and patience.
• Open to flexible working hours to align with training and QA needs.
• Ability to use or utilize MS OƯice applications.
• Knowledge of e-commerce platforms. • Understanding of PPC advertising. • Experience using a ticketing system (examples: Zendesk, Slack, Jira).

Benefits:

• A competitive salary of $6.00 per hour, with potential for performance-based increases. A remote work setup to oƯer flexibility and comfort.
• Comprehensive benefits, including HMO coverage for you and your immediate family, sick leave, paid time off, and maternity/paternity leave.
• Opportunities for professional development and career advancement within a leading software company.

Helium 10 is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.