Quality Assurance Specialist

hace 5 días

Madrid, Madrid, España Wibit Consulting & Services (WibitCS) A tiempo completo
Job Title: Quality Assurance Specialist

We are seeking a highly skilled Quality Assurance Specialist to join our team at Wibit Consulting & Services (WibitCS). As a Quality Assurance Specialist, you will play a crucial role in ensuring the quality of our customer interactions and driving quality improvement.

Key Responsibilities:
  • Monitor and audit the quality of customer interactions, providing root cause analysis and actionable insights for improvement.
  • Provide individual and team feedback and coaching to customer service agents, tracking feedback efficacy and supporting quality performance improvement.
  • Participate in internal and external calibration sessions, joint call monitoring sessions with customers and stakeholders, and provide comprehensive input for quality reporting.
  • Identify improvement areas for adherence and quality standards, call out insights and observations to continuously improve customer experience.
  • Take part in production activities, including taking calls and participating in support group activities, such as escalations and real-time support.
Requirements:
  • Near native Norwegian language skills (C1 level) and manageable English skills (B1+ or better) in writing and speaking to understand documentation and log accurately in client systems.
  • Excellent attention to detail and ability to maintain accuracy.
  • Great data analytic and problem-solving skills, continuous improvement mindset, and toolset.
  • Good communication and interpersonal skills.
  • Possesses an advanced understanding of using computers and is effectively able to multitask across systems and applications.
  • Optimistic, friendly, positive, and self-motivated personality.
  • Ability to work in a team and service-oriented profile with a focus on problem-solving.
  • Ability to work shift hours/part-time (to the extent legally possible).
  • No remarks in a background check performed by Supplier, e.g. no criminal record, nor any default payments to Klarna and no existing payment annotations.
Offer:
  • A dynamic and diverse job in a pleasant and modern environment.
  • Opportunities for personal and professional development.
  • Shifts within the line operating hours 07:30 AM - 12:30 AM, from Monday to Sunday. 40 hours a week.

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