Customer Experience Quality Manager

hace 4 días


Madrid, Madrid, España Msx International A tiempo completo
Role Overview

We are seeking a skilled Customer Experience Quality Manager to join our team at MSX International. As a key member of our quality assurance department, you will play a vital role in ensuring the highest standards of customer service.

About the Role:

  • Quality Monitoring: Regularly review and assess customer 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.
  • Collaboration: Work closely with team leaders and other QA team members to share insights and collaborate on strategies that enhance overall service quality.
  • Issue Escalation: Identify recurring issues or areas of concern and escalate them to the Project Manager for resolution.
Requirements

To be successful in this role, you will need:

  • An 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.
  • The ability to identify inefficiencies in customer service processes and recommend practical solutions.
  • Flexibility to adjust to changing priorities and manage multiple tasks in a dynamic environment.
What We Offer

In return for your expertise and dedication, we offer:

  • A competitive salary of approximately $65,000 per year.
  • A comprehensive benefits package, including health insurance, retirement savings, and paid time off.
  • Ongoing training and development opportunities to enhance your skills and career prospects.
  • The chance to work with a global team of professionals in a dynamic and supportive environment.

We are an equal opportunities employer and welcome applications from candidates of all backgrounds and experiences.



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