Quality Assurance Specialist
hace 2 días
Job Summary
We are seeking a highly skilled Quality Assurance Analyst to join our team at Dow Jones. As a Quality Assurance Analyst, you will play a critical role in ensuring that our customer service team meets the highest standards of quality and excellence.
Key Responsibilities
- Evaluate and review the quality of agent contact responses to ensure acceptable service standards are met, including the management of weekly/monthly evaluations and compliance with all existing QA Criteria Documents for all channel interactions.
- 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, with the expectation that this role may require regular visits to each contact center when travel is lifted.
- Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management.
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.
Preferred Qualifications
- Experience in coaching and developing team members.
- Excellent presentation and knowledge transfer skills.
Desired Qualifications
- Previous experience with data analytics.
Our 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.
Dow Jones is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. EEO/AA/M/F/Disabled/Vets. Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process.
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