Customer Service Quality Assurance Manager

Vego Garden•Houston, TX

20h•$60,000 - $80,000•Hybrid

About The Position

Vego Garden is seeking a Customer Service Quality Assurance Manager to join their team. This role involves developing, implementing, and overseeing quality assurance programs and compliance standards within the Customer Service Department. The manager will ensure customer interactions, operational processes, and issue resolution activities meet company policies, regulatory requirements, and service excellence standards, while driving continuous improvement across customer experience and operations. The ideal candidate is passionate about sustainable living and making a difference.

Requirements

Professional proficiency in Mandarin Chinese is required.
5+ years of experience in quality assurance, compliance, customer service operations, or related roles.
Strong knowledge of quality control processes, audit procedures, and compliance standards.
Experience with claims management, operational issue tracking, and root cause analysis.
Excellent analytical, organizational, and problem-solving skills.
Proficiency with CRM systems, reporting tools, spreadsheets, and QA platforms.
Strong communication and cross-functional collaboration abilities.
Attention to detail and the ability to manage multiple priorities in a fast-paced environment.

Nice To Haves

Bachelor’s degree in Business Administration, Operations Management, Communications, or related field preferred.
Experience working in e-commerce and DTC companies.
Knowledge of customer service compliance standards and operational quality metrics.
Advanced data analysis and reporting capabilities.
Ability to influence and collaborate across multiple departments.
Experience driving process improvement and operational efficiency initiatives.

Responsibilities

Develop, implement, and maintain quality assurance and quality control programs for internal customer-facing structures.
Maintain and develop evaluation criteria and monitoring processes for customer interactions across multiple channels, including but not limited to phone, email, chat, and social.
Conduct regular audits and evaluations to ensure adherence to quality standards and procedures.
Monitor service performance and identify trends, gaps, and opportunities for continuous improvement.
Ensure consistency and accuracy in customer communication, issue resolution, and documentation.
Lead audit and compliance reviews related to customer interactions, claims handling, and operational processes.
Maintain audit documentation, compliance reports, and corrective action records.
Investigate compliance concerns and partner with leadership to implement corrective and preventive actions.
Stay informed of policy and regulatory changes affecting customer service operations.
Analyze customer service, claims, and operational data to identify trends, recurring issues, and root causes.
Develop and maintain reports and dashboards related to quality, compliance metrics, claims activity, escalations, and operational performance.
Track KPIs, including departmental efficiencies, occupancy and SOP compliance.
Provide actionable insights and recommendations to leadership based on data analysis.
Oversee tracking and documentation of customer claims, pain point, and operational issues.
Monitor issue resolution workflows to ensure timely follow-up and closure.
Identify recurring operational challenges and escalate trends impacting customer experience or product quality.
Coordinate with internal stakeholders to drive resolution and preventive improvements.
Work closely with Product, QC, Supply Chain, Logistics, and Operations teams to address customer concerns and operational issues.
Facilitate cross-functional feedback loops to improve products, processes, and service delivery.
Follow up with internal departments to ensure accountability and timely resolution of identified issues.
Support process improvement initiatives and operational standardization efforts across departments.
Comply with Company policies and procedures.
Perform all other duties as assigned.

Benefits

Flexible Paid Time Off
12 PTO days per year, accrued bi-weekly, with incremental increases annually.
7 paid Holidays.
401k contribution match of 4%.
Comprehensive Medical, Dental, Vision, and Life insurance plans. The Company pays 100% of premiums for its employees for Dental, Vision, Life, and select Medical plans.
Toll Roads Allowance of $100 per month.
Phone Allowance of $50 per month.
Professional Development reimbursement.
Company-sponsored breakfasts and lunches.
Great culture, supportive leadership, engaging activities, employee appreciation, and other perks that make every day at work more rewarding!