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Quality Assurance Specialist, Customer Support
hace 3 meses
Position Overview
The mission of Dow Jones Customer Service (DJCS) is to deliver exceptional service to our clients while ensuring a rewarding experience for our team members.
Our department is dedicated to creating meaningful interactions by assisting clients in accessing the reliable news and business insights provided by our esteemed brands, including The Wall Street Journal, Barron's, MarketWatch, Dow Jones Factiva, and Dow Jones Risk & Compliance. We pride ourselves on being a cooperative team, committed to excellence in every customer engagement.
Role: Quality Assurance Analyst
Location: Barcelona, Spain
Reporting To: Senior Manager of Training & QA
Key Responsibilities:
- Assess and analyze the quality of agent interactions to ensure compliance with service standards, including managing regular evaluations.
- Provide monthly statistical reports and error analyses to enhance knowledge sharing with management.
- Develop calibration methods to align with stakeholder auditors effectively.
- Identify, assign, and report errors and coaching opportunities to improve overall agent performance.
- Manage and track ad hoc requests and additional assignments as necessary.
- Train new Customer Service personnel on the global Quality Assurance Program.
Position Requirements:
- A minimum of one year of experience in a Quality Analyst role or equivalent quality assurance functions in a customer-facing environment.
- Proficient in MS Office, especially Excel.
- Familiarity with Google Suite of Products.
- Strong analytical skills.
- Excellent business writing abilities.
- Willingness to travel as required, including potential visits to contact centers.
- Understanding that operational roles may involve weekend oversight and unscheduled incident management.
Qualifications:
Required:
- Strong analytical and communication skills with practical experience in MS Office, particularly Excel.
- Proficiency in Google Suite of Products.
- Excellent business writing skills.
- Strong interpersonal skills for effective collaboration across teams.
Preferred:
- Experience in coaching and developing team members.
- Exceptional presentation and knowledge transfer skills.
Desired:
- Previous experience in data analytics.
Our Benefits:
- Comprehensive Healthcare Plans
- Paid Time Off
- Retirement Plans
- Comprehensive Insurance Plans
- Education Benefits
- Family Care Benefits
- Commuter Transit Program
- Subscription Discounts
- Employee Referral Program
Dow Jones is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. We are committed to providing reasonable accommodation for qualified individuals with disabilities in our job application and/or interview process.
