Introduction: The New Quality Control Role is your opportunity to evolve into the next tier of 3DPrintCustomz. This department is new, and has 1 Single Opening; which will begin in 2026, late January -> early February. The chosen individual for this role will begin familiarization, training, testing, behind the scenes in addition to their current occupation until official start date. This will be the first and official member of our new Quality Control Department. As Agents become Veterans (Recommended 1-2+ Years of Experience; not required); messages become mundane, simple, and repetitive. Our goal is to create a new home for all veterans to evolve into, as we continue to expand and develop an entire QC Department; who will be responsible for integrating their talents into every agent, and evolving into an extrovert who moderates, speaks, sets standards, and provisions the company to reach a similar level of expertise as their own.
Do Not be discouraged if you are not initially chosen, the plan is for all Veterans to evolve into this role at the right timing.
Job Description: This role is MORE intensive than sending messages to customers and instead is a complete provision/moderation of all actions within Etsy Messages for all agents, including weekly reviews of agents on an individual level, with the overall objective to improve the companies Close Rate & Sales. The role has more requirements, yet less stress. You do not play in the same war, no balloons, no chaos, you remain focused in your own systematic world; driving growth in the company week after week. This role is more important than any other role in the company, you have the opportunity (and must harness the capability) to evolve everyone, to notice issues before they occur and save problems, while contributing to the learning developments of each individual. You will have eyes everyone, and are constantly watering the Etsy 3DPrintCustomz Garden; team building and maintaining a positive, productive environment.
Job Benefits
– No More Alert System and Mistake Stress. You have a simple self reward when Reviews & Close Rate Meet a Minimum
– Change of environment, you can still send messages for critical scenarios, although you are now playing moderator, veteran; QC
– Immediate 1.5x – 2x Salary Raise. You no longer have access to Awards/Commission, and don’t need them. They’re guaranteed and paid out in your Salary. You will now be considered as 2x individuals, and responsible for the growth of the entire team.
– Work Directly with Top Tiers. Private Groups, Private Video Calls, you will evolve your own character into Team Leader.
Job Requirements
– 40hr+ Week Minimum
– No In-House Designer Status
– Willing to Work (Paid) Overtime on Critical Weeks
Job Responsibilities:
| Choose 10 abandoned customers a week, and crawl through the chat to find one or more reasons as to why the customer abandoned the order in addition to the price. Could we have been more nice, was there a typo, could we have related better, your goal here is to be highly particular to form perfect conversations. Make sure your advice is not sporadic “do this, do this do this” yet each level of advice is organized, with examples, questions, and required answers so that we are teaching and not just reaction farming. |
| Crawl through objectives and make sure they are relevant, give advice/suggestions here as well. If you see amazing objectives that could be of benefit to the team, share them. |
| Crawl through Stats Generator at the end of the week to pinpoint areas of improvement, give gratitude, and constructive criticism to each agent. You should find 3 – 5 positives and 1 – 3 areas of improvement each week for them to focus on in the upcoming week. Ensure to maintain accountability so that the points from last week are improved upon in the upcoming week |
| Crawl through sent messages for each agent, try to find consistency issues from quick crawling. Are they being too short, are they making a lot of typos, does anyhting look concerning/alarming? Ensure to crawl newer agents more heavily |
| Monitor Reviews, use checkins and get the customer talking. They are tagged L3, therefore Tanner will handle once they reply. Your goal is to make the conversation begin so Tanner can save the day |
| Monitor day to day activity, chats, detect emotions, play HR here as well and create a happy environment. Raise flags with any problems, concerns, check whose working on what, think outside the box to find issues before they occur |
| Run deep Missed Message Checks, Clean Variations, Skim Messages; and create improvements for skim messages by offering suggestions for messages that were not detected by a category yet should have been in that category |
| Tail Hunter/Tag Crawler. Go to the tail and bring the “reason” why it’s not handled to the forefront and tag the relative person. This typically incldues accountability for the in house design team |
| Issue out weekly award message |
| Jump in and do the tail when messages are excessive, and/or help with Rush. Open up your own tag like the Mili tag for high level questions. It’s not your job to do tags like D Quotes/etc if those are at the end, yet you should ask yourself why they are not done and reach out to whoevers responsibility it was |
| Ensure Emails are not >24 hours and issue Alerts/Enforce Etsy Team Bonus System |
| Skim Whatsapp and raise flags, make sure thumbs ups exist everywhere all is organized |
| Keep a general eye out for alarming messages, upset customers, odd remarks, and jump in to fix/find a problem |
| Customer Check Ins + No Chats + Skim + Missed Messages [MANUAL]? |
| Reaction Validaton |
| GOAL The goal here and for the above point is to actually form a document, with questions/bulleted advice, similar to a “”practice test”” that agents will complete during their shift. This costs the company since they won’t be doing messages, so it needs to be the highest level advice and take right around 30 minutes only. Each agent will have their own document personalized to them, although examples from “”Abandoned Orders”” of course will be the same across all members Template: https://docs.google.com/document/d/1g0YIYkq6uz_SLoCdx0C53yYrmwC8wJznKFBn7KSkvOk |