Quality Assurance Analyst, Customer Service

hace 7 días

Barcelona, España Dow Jones A tiempo completo

Job Description : The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people. Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including, The Wall Street Journal, Barron’s, MarketWatch, Dow Jones Factiva and Dow Jones Risk & Compliance. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction. We encourage anyone that wants to join us in our mission to apply. Quality Assurance Analyst Based in: Barcelona, Spain Reports to: Sr. Manager of Training & QA Key Responsibilities: Evaluate and review the quality of agent contact responses to ensure acceptable service standards are met Includes the management of weekly/monthly evaluations Work in compliance with all existing QA Criteria Documents for all channel interactions 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: Required 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 Preferred Experience in coaching and developing team members Excellent presentation and knowledge

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