Quality Assurance Specialist

hace 2 semanas


Barcelona, Barcelona, España Msx International A tiempo completo

Job Title: Quality Assurance Specialist

Description:

We are seeking a skilled Quality Assurance Specialist to join our team at MSX International. As a key member of our customer service operations team, you will be responsible for monitoring and evaluating the quality of customer interactions to ensure compliance with project guidelines and high-quality service delivery.

Main Responsibilities:

  1. Quality Monitoring: Regularly review and assess customer service interactions to ensure agents meet quality standards and follow correct procedures.
  2. Performance Evaluation: Analyze individual and team performance, providing actionable feedback and recommendations for improvement to both agents and team leaders.
  3. Compliance Checking: Ensure all customer interactions comply with internal guidelines, legal requirements, and industry standards.
  4. Process Auditing: Conduct regular audits of customer service processes to ensure efficiency, accuracy, and alignment with project objectives and KPIs.
  5. Reporting and Documentation: Prepare detailed quality reports on agent performance, highlighting trends, areas for improvement, and successes.
  6. Continuous Improvement: Proactively suggest improvements to processes, tools, and workflows to enhance customer experience and streamline operations.

Requirements:

• In-depth understanding of quality assurance processes and methodologies, particularly in a customer service environment.

• Strong verbal and written communication skills to provide clear, constructive feedback and collaborate with agents and team leaders.

• Analytical skills with the ability to identify trends, interpret data, and provide insights that contribute to improved performance.

• Experience in coaching and developing agents to enhance their skills.

• Ability to identify inefficiencies in customer service processes and recommend practical solutions.

About MSX International:

With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans Consumer Engagement, Parts, Accessories & Service, Performance, Actionable Insights, Diagnostics & Repair, Enhancement, Warranty and Repair Efficiency, Technical Information, Learning Solutions, Sales Performance.



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