Quality Assurance Specialist- Italian

hace 3 días

Madrid, España buscojobs España A tiempo completo

.The Quality Assurance Specialist is responsible for monitoring and evaluating the quality of customer service interactions to ensure compliance with project guidelines and high-quality service delivery.
The Q&A Specialist provides specialized training, feedback and recommendations to improve agent performance and overall customer satisfaction.
This role involves close collaboration with the customer service team and team lead Main responsibilities are: - Plan weekly activities around the team preparing detailed scheduling of the resources involved.
- Prepare the reports concerning current tasks and findings to be discussed with team members.
- Understand and investigates root-causes at the base of Customer handling process.
- Record all the activities to track the planned scheduling - Conduct process confirmation activity to detect potential inefficiency in the main process steps.
- Measure statistical metrics to match with actual results and potential improvements.
- Attend meetings as required, providing personal results, team's findings and feedback.
- Contribute to team achievements and targets.
- Improve constantly process workflow efficiency and quality - Prepare, upgrade and archive all documents, templates and records as required - Help the team to find always the best way to reach Customer's expectations.
- Constantly match current standard procedures to actual operations to investigate improvements.
- Inform immediately the Project Manager about any critical situation - Be a point of reference for the other team members to improve performance and meet the project expected results.
- to identify areas for improvement, ensuring adherence to quality standards and continuous improvement of processes.
Main duty is to: - Training and Development: work closely with the training team to identify skills gaps and recommend targeted training initiatives to improve service quality and agent performance.
- Quality Monitoring: regularly review and assess customer service interactions (calls, emails, chats) to ensure agents are meeting quality standards and following the correct procedures.
- Performance Evaluation: analyze individual and team performance, providing actionable feedback and recommendations for improvement to both agents and team leaders.
- Compliance Checking: ensure that all customer interactions comply with internal guidelines, legal requirements, and industry standards, particularly related to customer handling and automotive services.
- Process Auditing: conduct regular audits of customer service processes to ensure efficiency, accuracy, and alignment with project objectives and KPIs.
- Reporting and Documentation: prepare detailed quality reports on agent performance, highlighting trends, areas for improvement, and successes.
Ensure proper documentation of evaluations and audits

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