Quality Assurance Specialist

hace 4 días


El Prat de Llobregat, Barcelona, España DOW JONES A tiempo completo

Job Summary

We are seeking a Quality Assurance Specialist to join our team at Dow Jones. The successful candidate will be responsible for evaluating and reviewing the quality of agent contact responses to ensure acceptable service standards are met.

Key Responsibilities

  • Evaluate and review the quality of agent contact responses to ensure acceptable service standards are met.
  • Deliver monthly statistical and error reporting to share knowledge with the management team.
  • Develop contact calibration approaches that will foster alignment with stakeholder auditors.
  • Create, assign and report errors and coaching opportunities that will enable improvement in overall agent performance.
  • Handle and track ad hoc requests and additional assignments as required.
  • Educate all new Customer Service personnel on the Quality Assurance Program globally.

Requirements

  • At least one year of experience performing a Quality Analyst role in a similar environment or equivalent quality assurance activities in a customer-facing role.
  • Strong MS Office skills - particularly Excel.
  • Skillset with Google Suite of Products.
  • Strong analytical capabilities.
  • Strong business writing skills.
  • Willingness to travel.

Qualifications

  • Strong analytical capabilities and communication skills with practical experience using MS Office, particularly Excel.
  • Skillset with Google Suite of Products.
  • Strong business writing skills.
  • Strong soft/people skills for effective collaboration with colleagues and teams across business lines.

Benefits

  • Comprehensive Healthcare Plans.
  • Paid Time Off.
  • Retirement Plans.
  • Comprehensive Insurance Plans.
  • Education Benefits.
  • Family Care Benefits.
  • Commuter Transit Program.
  • Subscription Discounts.
  • Employee Referral Program.


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