InstaShop, headquartered in Dubai, is the leading online marketplace for supermarkets, pharmacies, pet shops & other businesses in the Middle East. With a young & motivated team & an office resembling the ones of startups in San Francisco, InstaShop is the right company for individuals passionate about adding value within a fast-growing technology company.

The QA Escalations Specialist will manage all customer and client escalations cases within the QA department. The role's key focus is to handle and manage the escalations reported across key channels and take necessary measures to reduce the occurrence, along with identifying areas within the operation for improvement.

Primary responsibilities

• Management of client and customer escalations on all relevant internal channels
• Deep dive into client operational issues using root-cause analysis and liaise with the Business Development team to create solutions to the challenges faced
• Identify any potential improvements required within the processes or other areas to enhance overall operations and customer experience
• Collaborate with QA trainers to ensure the skills and knowledge are developed effectively.
• Preparing reports and analyzing data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

Requirements

• A minimum of 3 years of experience within customer service
• Strong interpersonal and customer service skills
• Excellent problem solving and conflict resolution skills
• Fexible schedule and open to work on a rotational shift basis, including weekends
• Bachelor degree holder or equivalent experience
• Proficiency in Microsoft Office, particularly PowerPoint and Excel.
• Strong communication skills in English, both verbal and written