Customer Support Quality Assurance Specialist
hace 3 días
We are seeking a highly analytical and proactive Customer Support Quality Analyst to monitor the quality of our interactions, ensuring we consistently meet our service standards. As a key member of our global operations team, you will play a critical role in assessing the quality of our customer interactions, driving improvements, and ensuring a high level of customer satisfaction.
Key Responsibilities- Monitor and assess quality of interactions: Evaluate customer interactions via calls, emails, and other channels. Measure service quality and perceived customer happiness to ensure alignment with Transferz's high standards.
- Analyze and report data trends: Identify trends in customer support data and provide actionable insights. Collaborate with internal stakeholders, such as Product, Supply, and Partner Success Management, to derive solutions from these trends.
- Develop and implement quality standards: Work closely with Customer Support managers to set up and refine quality standards and processes that improve service delivery and consistency across the team.
- Drive improvement projects: Initiate and manage improvement projects based on observed gaps or inefficiencies in customer interactions or internal processes.
- Lead problem resolution: Tackle system, process, or product-related issues as they arise. Implement containment actions to minimize their impact on customers and ensure seamless resolution of identified problems.
- Define and execute an audit plan: Establish an audit plan that will serve as the Transferz Service Delivery Score, an internal and potentially external measure of service excellence.
- Proven experience in a quality assurance role within customer service or support environments.
- Strong analytical and data interpretation skills, with experience in reporting and driving actionable insights.
- Excellent communication skills, capable of providing clear feedback and fostering collaboration between teams.
- Ability to manage multiple projects and drive improvement initiatives.
- Strong problem-solving skills, particularly in addressing systemic and process-related issues.
- Familiarity with customer service tools and platforms.
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Customer Support Quality Assurance Specialist
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Córdoba, Córdoba, España Transferz A tiempo completoAbout the RoleWe are seeking a highly analytical and proactive Customer Support Quality Analyst to monitor the quality of our interactions, ensuring we consistently meet our service standards.You will play a critical role in assessing the quality of our customer interactions, driving improvements, and ensuring a high level of customer satisfaction.Transferz...
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Customer Support Quality Assurance Specialist
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Córdoba, Córdoba, España Avature A tiempo completo{"h3": "About the Role", "p": "At Avature, we're seeking a skilled Quality Assurance Engineer to join our team. As a key member of our QA team, you'll play a crucial role in ensuring the quality of our product, working closely with our development team to identify and resolve issues.", "ul": [{"li": "Develop and execute automated tests using Selenium,...
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