Senior Quality Assurance Expert
hace 2 semanas
About the Role
As a Senior Quality Assurance Expert, you will be responsible for evaluating and improving the quality of customer service interactions to ensure compliance with project guidelines and high-quality service delivery.
This role involves close collaboration with the customer service team and team leaders to identify areas for improvement, ensuring adherence to quality standards and continuous improvement of processes.
Main Responsibilities
- Quality Monitoring: Regularly review and assess customer service interactions (calls, emails, chats) to ensure agents meet quality standards and follow correct procedures.
- Performance Evaluation: Analyze individual and team performance, providing actionable feedback and recommendations for improvement to both agents and team leaders.
- Compliance Checking: Ensure all customer interactions comply with internal guidelines, legal requirements, and industry standards.
- Process Auditing: Conduct regular audits of customer service processes to ensure efficiency, accuracy, and alignment with project objectives and KPIs.
- Reporting and Documentation: Prepare detailed quality reports on agent performance, highlighting trends, areas for improvement, and successes.
- Continuous Improvement: Proactively suggest improvements to processes, tools, and workflows to enhance customer experience and streamline operations.
Requirements
We are looking for a candidate with:
- Native/bilingual German language and advanced knowledge of English (minimum level B2)
- 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.
What We Offer
As a Senior Quality Assurance Expert at Msx International Inc., you will receive a competitive salary of $80,000 per annum. Additionally, you will have access to a range of benefits, including:
- A comprehensive training plan to enhance your skills and knowledge.
- Opportunities for career growth and development.
- A dynamic and supportive work environment.
- Recognition and reward for outstanding performance.
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