Senior Quality Assurance Expert

hace 3 días


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

Job Title: Senior Quality Assurance Expert - Multilingual

About Us

At Msx International Inc., we strive to provide exceptional customer service and experience. As a global company, we interact with customers, suppliers, consultants, and dealers worldwide.

Salary and Benefits

The estimated salary for this position is $60,000 per year, depending on location and experience. In addition to a competitive salary, we offer a comprehensive benefits package that includes health insurance, retirement plan, and paid time off.

Job Description

We are seeking an experienced Senior Quality Assurance Expert - Multilingual to join our team. This role involves monitoring and evaluating the quality of customer service interactions to ensure compliance with project guidelines and high-quality service delivery.

Main Responsibilities:

  • Quality Monitoring: Regularly review and assess customer service interactions (calls, emails, chats) to ensure agents meet quality standards and follow 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 all customer interactions comply with internal guidelines, legal requirements, and industry standards.
  • 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.

Requirements:

To be successful in this role, you will need:

  • An in-depth understanding of quality assurance processes and methodologies, particularly in a customer service environment.
  • Native or bilingual in French and Dutch and advanced English knowledge.
  • 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.

What We Offer

You will have the opportunity to work with a great team of professionals in an internationally consolidated company. You will also acquire a global vision of the automotive sector, interacting with customers, suppliers, consultants, and dealers. Plus, you'll enjoy access to MSX Bazaar, our collective purchasing portal with great discounts for employees.



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