Customer Experience Quality Assurance Specialist

hace 2 días


Madrid, Madrid, España Talent Bridge Group, Llc. A tiempo completo

Overview
Talent Bridge Group, Llc. is committed to creating inclusive employment opportunities for individuals with disabilities and their caregivers. As a Help Desk Contact Center Quality Assurance Analyst, you will play a critical role in ensuring seamless service delivery for users navigating government systems.

Salary
The estimated annual salary for this position is approximately $45,000, based on experience, geographic location, and contractual requirements.

Job Description
As a Customer Experience Quality Assurance Specialist, you will be responsible for overseeing and evaluating the quality of interactions handled by remote contact center agents. Your primary focus will be on maintaining high-quality standards, identifying areas for improvement, and driving continuous enhancement. You will provide guidance, training, and mentoring to Help Desk agents on best practices for ensuring quality standards are met in customer interactions. Additionally, you will develop and deliver ongoing coaching to agents based on quality assessments, ensuring they understand and apply feedback to improve their performance.

Key Responsibilities:
- Team Leadership & Development: Oversee and support the development and performance of FSD Contact Center staff in delivering high-quality customer service.
- Operational Excellence: Ensure quality assurance processes are effectively applied across inbound contacts, ensuring consistency in service delivery and compliance with standards.
- Performance Management & Reporting: Assist the Project Manager in compiling and analyzing performance data, including quality scores, compliance, and service level metrics, to generate reports for contract performance.
- Collaboration & Escalation: Work closely with Project Manager to identify and escalate issues requiring executive-level attention. Facilitate clear and effective communication across teams to ensure alignment on quality standards, performance expectations, and continuous improvement initiatives.
- Compliance & Continuous Improvement: Recommend improvements to telephony, ticketing systems, and self-help tools based on quality findings to enhance overall service delivery. Conduct regular audits of customer interactions to ensure compliance with service level agreements and quality standards.

Required Skills and Qualifications:
- Proven ability to analyze and evaluate agent behavior in context with program requirements.
- Ability to comprehend, educate, and enforce relevant policies/procedures.
- Self-directed, highly motivated change agent. Manage priorities in a fast-paced environment.
- Proficient in Microsoft products.
- Excellent communication skills.
- Proven analytical thinker. Excellent technical skills.
- Must be comfortable working while being on camera.

Work from Home Office Requirements:
- Ability to meet the home office set-up requirements (details provided upon hiring).

Benefits:
Talent Bridge Group, Llc. offers a 100% remote environment with excellent benefits for full-time employees, including a very generous employer contribution to your health and dental benefits, a health savings account (HSA) with employer contribution, a flexible spending account (FSA), a 403b plan with 5 percent employer contribution of gross salary after one year of employment (no employee contribution required), and 100% employer-paid LTD, STD, AD&D, and life insurances. We provide generous paid time-off, including 12 paid company holidays, vacation, sick and floating holiday time, birthday time, and half-day Fridays in the summer months of June through Labor Day. We also offer tuition reimbursement if you have plans to continue your studies.

We are an equal opportunity employer and welcome applications from diverse candidates.



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