Customer Experience QA Specialist (Part-time)
Review and quality-check customer interactions handled by Lovepop’s Happiness team across the app and social media channels to ensure customers receive accurate, helpful, and consistent support that reflects the Lovepop experience.
Review customer interactions daily across the app and social media channels, including both written conversations and recorded interactions.
Check if the agent:
Understands the customer’s problem correctly.
Gives the right solution.
Responds in a friendly, caring, and natural Lovepop style.
Follows Lovepop’s rules and process.
Points out mistakes and explains how they should be improved.
Find repeated problems from agents or from the current process.
Suggest simple ways to improve replies, FAQs, instructions, and the working process.
Check again after feedback to make sure the same mistakes are reduced.
Prepare a short weekly report with:
Main mistakes found.
Repeated customer problems.
Actions that should be improved.
Progress from previous weeks.
Experience in Customer Service or Quality Checking is preferred.
Careful and detail-oriented.
Good at finding problems and understanding why they happen.
Comfortable giving clear and constructive feedback.
Strong service mindset, genuinely cares about helping customers and always thinks about what would make their experience awesome.
Able to look at a situation from the customer’s point of view, not only follow rules or check boxes.
Location requirement: Candidates must be based in Vietnam, preferably in Da Nang, and be able to come to the office when required.