The Customer Service Quality Assurance (CS QA) role ensures that all customer interactions meet Dermorepubliqs standards for quality, accuracy, tone, and marketplace compliance. This role safeguards the consistent application of the DERMO Framework and protects the brand from policy violations, misinformation, and reputational risk.

The CS QA focuses on continuous improvement using real cases to identify gaps, improve agent performance, and strengthen customer trust.

KEY RESPONSIBILITIES

Quality Monitoring & Evaluation

Review customer chat interactions for accuracy, tone, and policy compliance.

Audit adherence to the DERMO Framework across all CS conversations.

Identify risks related to refunds, replacements, medical claims, or escalation handling.

Feedback & Reporting

Provide structured, constructive feedback to CS Lead.

Maintain QA scorecards, quality benchmarks, and performance reports.

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