Customer Service Quality Assurance Expert

hace 3 días


Madrid, Madrid, España Msx International Inc. A tiempo completo

Job Overview

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In this pivotal role as a Customer Service Quality Assurance Expert, you will be instrumental in ensuring that customer interactions with our team meet the highest standards of quality and excellence. With your expertise, you will drive continuous improvement across various touchpoints, from initial contact to resolution. This position requires a unique blend of analytical and interpersonal skills, enabling you to analyze data, provide actionable feedback, and develop targeted solutions to enhance overall service quality.

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Main Responsibilities:

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  • Quality Monitoring: Regularly review and assess customer service interactions to ensure agents adhere to established quality standards and procedures.\
  • Performance Evaluation: Analyze individual and team performance, providing constructive feedback and recommendations for improvement to both agents and team leaders.\
  • Compliance Checking: Verify all customer interactions comply with internal guidelines, legal requirements, and industry standards.\
  • Process Auditing: Conduct regular audits of customer service processes to guarantee 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.\
  • Continuous Improvement: Proactively suggest improvements to processes, tools, and workflows to elevate customer experience and streamline operations.\
  • Collaboration: Work closely with team leaders and other QA team members to share insights and collaborate on strategies enhancing overall service quality.\


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