Quality Assurance Specialist, Customer Experience
hace 2 meses
We are seeking a highly skilled Quality Assurance Specialist to join our team at Dow Jones. As a Quality Assurance Specialist, you will play a critical role in ensuring that our customer service team provides exceptional experiences for our customers.
Key Responsibilities- Evaluate and review the quality of agent contact responses to ensure acceptable service standards are met, including the management of weekly/monthly evaluations and compliance with all existing QA Criteria Documents for all channel interactions.
- Deliver monthly statistical and error reporting to share knowledge with the management team.
- Develop contact calibration approaches that will foster alignment with stakeholder auditors.
- Create, assign, and report errors and coaching opportunities that will enable improvement in overall agent performance.
- Handle and track ad hoc requests and additional assignments as required.
- Educate all new Customer Service personnel on the Quality Assurance Program globally.
- At least one year of experience performing a Quality Analyst role in a similar environment or equivalent quality assurance activities in a customer-facing role.
- Strong MS Office skills, particularly Excel.
- Skillset with Google Suite of Products.
- Strong analytical capabilities.
- Strong business writing skills.
- Willingness to travel, with the expectation that this role may require regular visits to each contact center.
- Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management.
- Strong analytical capabilities and communication skills, with practical experience using MS Office, particularly Excel.
- Skillset with Google Suite of Products.
- Strong business writing skills.
- Strong soft/people skills for effective collaboration with colleagues and teams across business lines.
- Experience in coaching and developing team members.
- Excellent presentation and knowledge transfer skills.
- Previous experience with data analytics.
- Comprehensive Healthcare Plans.
- Paid Time Off.
- Retirement Plans.
- Comprehensive Insurance Plans.
- Education Benefits.
- Family Care Benefits.
- Commuter Transit Program.
- Subscription Discounts.
- Employee Referral Program.
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