Quality Assurance Specialist

hace 3 semanas


El Prat de Llobregat, Barcelona, España DOW JONES A tiempo completo

Quality Assurance Specialist

The Dow Jones Quality Assurance Specialist plays a vital role in ensuring exceptional customer service experiences. As a key member of our team, you will be responsible for evaluating and reviewing the quality of agent contact responses to ensure acceptable service standards are met.

Key Responsibilities:

  • Evaluate and review the quality of agent contact responses to ensure acceptable service standards are met.
  • Deliver monthly statistical and error reporting to share knowledge with the management team.
  • Develop contact calibration approaches that will foster alignment with stakeholder auditors.
  • Create, assign and report errors and coaching opportunities that will enable improvement in overall agent performance.
  • Handle and track ad hoc requests and additional assignments as required.
  • Educate all new Customer Service personnel on the Quality Assurance Program globally.

Position Requirements:

  • 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.
  • Willingness to travel, the expectation will be that this role may require regular visits to each contact center when travel is lifted.
  • Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management.

Qualifications:

  • Strong analytical capabilities and communication skills with practical experience using MS Office, particularly Excel.
  • Skillset with Google Suite of Products.
  • Strong business writing skills.
  • Strong soft/people skills for effective collaboration with colleagues and teams across business lines.

Our Benefits:

  • Comprehensive Healthcare Plans.
  • Paid Time Off.
  • Retirement Plans.
  • Comprehensive Insurance Plans.
  • Education Benefits.
  • Family Care Benefits.
  • Commuter Transit Program.
  • Subscription Discounts.
  • Employee Referral Program.


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