Customer Experience Quality Assurance Specialist

hace 1 día


Madrid, Madrid, España Msx International A tiempo completo

**About the Role**

We are seeking a highly skilled Customer Experience Quality Assurance Specialist to join our team at Msx International. As a key member of our customer service team, you will be responsible for ensuring that our interactions with customers meet the highest standards of quality and excellence.

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.
  • Continuous Improvement: Proactively suggest improvements to processes, tools, and workflows to enhance customer experience and streamline operations.
  • Collaboration: Work closely with team leaders and other QA team members to share insights and collaborate on strategies that enhance overall service quality.
  • Issue Escalation: Identify recurring issues or areas of concern and escalate them to the Project Manager for resolution.

About You:

  • You have an in-depth understanding of quality assurance processes and methodologies, particularly in a customer service environment.
  • You possess strong verbal and written communication skills to provide clear, constructive feedback and collaborate with agents and team leaders.
  • You are analytical, with the ability to identify trends, interpret data, and provide insights that contribute to improved performance.
  • You have experience in coaching and developing agents to enhance their skills.
  • You can identify inefficiencies in customer service processes and recommend practical solutions.
  • You are flexible to adjust to changing priorities and manage multiple tasks in a dynamic environment.

What We Offer:

We offer a competitive salary, ranging from



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