Quality Assurance Specialist
hace 3 semanas
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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