Senior Quality Assurance Expert
hace 1 mes
Job Summary
We are seeking a highly skilled Senior Quality Assurance Expert to join our team at Msx International Inc. in an exciting opportunity to shape the customer experience.
About the Role
The Senior Quality Assurance Expert will be responsible for monitoring and evaluating the quality of customer service interactions to ensure compliance with project guidelines and high-quality service delivery.
This includes:
- Quality Monitoring: Regularly reviewing and assessing customer service interactions (calls, emails, chats) to ensure agents meet quality standards and follow correct procedures.
- Performance Evaluation: Analyzing individual and team performance, providing actionable feedback and recommendations for improvement to both agents and team leaders.
- Compliance Checking: Ensuring all customer interactions comply with internal guidelines, legal requirements, and industry standards.
- Process Auditing: Conducting regular audits of customer service processes to ensure efficiency, accuracy, and alignment with project objectives and KPIs.
- Reporting and Documentation: Preparing detailed quality reports on agent performance, highlighting trends, areas for improvement, and successes.
What We Offer
We offer a competitive salary range of $80,000 - $110,000 per year, depending on experience.
Requirements
To be successful in this role, you will need:
- 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.
Benefits
We offer a dynamic work environment, opportunities for professional growth, and a global vision of the automotive sector.
Additional Information
If you are a motivated and results-driven professional looking for a new challenge, please submit your application.
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