Quality Assurance Specialist

hace 1 semana

Madrid, Madrid, España MSX International A tiempo completo

Job Summary:
MSX International is seeking a Quality Assurance Specialist to join our team. The successful candidate will be responsible for monitoring and evaluating the quality of customer service interactions to ensure compliance with project guidelines and high-quality service delivery.

Main Responsibilities:
Regularly review and assess customer service interactions (calls, emails, chats) to ensure agents meet quality standards and follow correct procedures.
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:
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.
Ability to identify inefficiencies in customer service processes and recommend practical solutions.

About MSX International:
MSX International is a leading provider of quality assurance and customer service solutions. With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry-leading expertise that spans parts, accessories, and service performance, actionable insights, diagnostics and repair enhancement, warranty and repair efficiency, technical information, and learning solutions. We are committed to empowering movers and makers to thrive in our ever-changing world and enhancing every journey in the world of mobility.

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