Customer Service Quality Assurance Expert
hace 4 semanas
Company Overview
Dow Jones, a leading provider of news and business information, is committed to delivering exceptional customer experiences. Our team has the privilege of helping customers access trusted news and business information.
Job Summary
We are seeking an experienced Customer Service Quality Assurance Expert to join our team in Barcelona, Spain. This role requires a strong analytical mind, excellent communication skills, and a passion for quality assurance.
About the Role
The Customer Service Quality Assurance Expert will be responsible for evaluating and reviewing the quality of agent contact responses, ensuring acceptable service standards are met. Key responsibilities include:
- Evaluating and reviewing agent contact responses
- Delivering monthly statistical and error reporting
- Developing contact calibration approaches
- Creating, assigning, and reporting errors and coaching opportunities
- Handling ad hoc requests and additional assignments
Requirements
To be successful in this role, you will need:
- 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
Benefits
We offer a comprehensive benefits package, including:
- Comprehensive Healthcare Plans
- Paid Time Off
- Retirement Plans
- Comprehensive Insurance Plans
- Education Benefits
- Family Care Benefits
- Commuter Transit Program
- Subscription Discounts
- Employee Referral Program
About Dow Jones
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.
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