Quality Assurance Expert

hace 6 días


Madrid, Madrid, España Msx International A tiempo completo
Job Description

We are seeking an experienced Quality Assurance Expert to join our team at MSX International.

About the Role

The successful candidate will be responsible for ensuring the highest standards of quality in customer service interactions across multiple markets. This includes evaluating the quality and functionality of Contact Center teams, providing specialized training, feedback, and recommendations to improve agent performance, and collaborating with team leaders to identify areas for improvement.

Main Responsibilities

  • Regularly review and assess customer service interactions to ensure compliance with project guidelines and high-quality service delivery.
  • Analyze individual and team performance, providing actionable feedback and recommendations for improvement to both agents and team leaders.
  • Ensure all customer interactions comply with internal guidelines, legal requirements, and industry standards.
  • Conduct regular audits of customer service processes to ensure efficiency, accuracy, and alignment with project objectives and KPIs.
  • Prepare detailed quality reports on agent performance, highlighting trends, areas for improvement, and successes.

Requirements

To be successful in this role, you will need:

  • In-depth understanding of quality assurance processes and methodologies, particularly in a customer service environment.
  • Strong verbal and written communication skills to provide clear, constructive feedback and collaborate with agents and team leaders.
  • Analytical 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.
  • Able to identify inefficiencies in customer service processes and recommend practical solutions.

Benefits

We offer a competitive salary: $**85,000** per annum, as well as a range of benefits, including:

  • Collective purchasing portal with great discounts for employees.
  • 22 working days according to collective bargaining agreement + 4 extra days.
  • Internal training plan.
  • Additional incentives for employee referral programs, internal trainers, and new business opportunities.

About MSX International

With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry-leading expertise that spans Consumer Engagement, Parts, Accessories & Service, Performance, Actionable Insights, Diagnostics & Repair Enhancement, Warranty and Repair Efficiency, Technical Information, Learning Solutions, Sales Performance. We have been building trust since 1931 and now partner with almost every car manufacturer on the market.



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