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Quality Assurance Specialist
hace 2 meses
We are seeking a highly skilled Quality Assurance Specialist to join our team at Importante empresa. As a Quality Assurance Specialist, you will play a critical role in ensuring the highest level of quality in our customer interactions.
Key Responsibilities- Monitor and Analyze Customer Interactions: You will be responsible for monitoring and analyzing customer calls and administrative tasks to ensure compliance with our quality standards.
- Provide Coaching and Feedback: You will provide coaching and feedback to our customer service agents to help them improve their performance and deliver exceptional customer experiences.
- Document Performance Discussions: You will be responsible for producing clear and concise documentation regarding performance discussions with agents.
- Maintain Performance Trackers: You will maintain up-to-date trackers to enable accurate performance analysis and identify areas for improvement.
- Communicate with Stakeholders: You will communicate with key stakeholders regarding individual performance and provide regular updates on quality metrics.
- Develop and Share Knowledge: You will proactively develop your own and other skills and knowledge through effective use of systems and share knowledge gained with the team through effective knowledge transfer.
- Resolve Complex Issues: You will resolve high-level complaint issues ensuring the customer is satisfied and that the issue is resolved in an efficient manner.
- Test New Tools and Services: You will test new tools and services for our clients as required.
- Excellent French and English Language Skills: You must have excellent written and spoken French and English language skills.
- Attention to Detail: You must have attention to detail and be able to audit and complete documentation accurately.
- Coaching Experience: Coaching experience is preferred but not required.
- Strong Analytical Skills: You must have strong analytical skills and be able to recognize improvement areas.
- Process Improvement: You must be able to identify, build, and implement process improvements to deliver improved customer experiences.
- Workload Management: You must be able to manage your own workload and work independently.
- Collaboration: You must be able to engage with colleagues at all levels and comply with company standards and policies in line with our values.
We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and detail-oriented individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.
