Quality Assurance Specialist
hace 1 mes
Seeking a Quality Assurance Specialist to monitor and evaluate customer service interactions, ensuring compliance with project guidelines and high-quality service delivery.
Main Responsibilities:
Quality Monitoring:
- Regularly review and assess customer service interactions 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
Requirements:
Strong analytical and problem-solving 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, as well as ability to identify inefficiencies in customer service processes and recommend practical solutions.
About MSX:
MSX is an international company with over 5,000 employees based in more than 80 countries across the globe. We provide industry leading expertise that spans multiple areas, including parts, accessories, and service performance.
What We Offer:
Opportunity to work with a global team of professionals, acquire a global vision of the automotive sector, and interact with customers, suppliers, consultants, and dealers.
A competitive salary and benefits package, as well as opportunities for professional growth and development.
Join Our Team:
We are an equal opportunities employer and positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy or maternity.
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