Quality Control Analyst
hace 1 mes
Quality Assurance Specialist
Do you have solid experience evaluating the quality and functionality of Contact Center teams with operations for multiple markets and are you ready to take on new challenges?
This is your role in MSX
Purpose of the Position:
The Quality Assurance Specialist is responsible for monitoring and evaluating the quality of customer service interactions to ensure compliance with project guidelines and high-quality service delivery. The QA Specialist provides specialized training, feedback, and recommendations to improve agent performance and overall customer satisfaction. This role involves close collaboration with the customer service team and team leaders to identify areas for improvement, ensuring adherence to quality standards and continuous improvement of processes.
Main Responsibilities:
Quality Monitoring: Regularly review and assess customer service 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.
Knowledge and Skills Required:
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.
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 do we offer you?
You will be part of a great team of professionals in an internationally consolidated company.
You will acquire a global vision of the automotive sector, interacting with customers, suppliers, consultants, and dealers.
Competitive salary.
MSX Bazaar: Collective purchasing portal with great discounts for employees.
22 working days according to collective bargaining agreement + 4 extra days.
Internal training plan.
Additional incentives for employee referral programs, internal trainers, and new business opportunities.
Do you think you are the ideal person for this position? We want to meet you Sign up for the offer quickly and we'll review your application.
About MSX:
With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry-leading expertise that spans:
Consumer Engagement
Parts, Accessories & Service Performance
Actionable Insights
Diagnostics & Repair Enhancement
Warranty and Repair Efficiency
Technical Information
Learning Solutions
Sales Performance
Building trust since 1931, our proven track record means that we now partner with almost every car manufacturer on the market.
The MSXI Purpose
To empower Movers and Makers to thrive in our ever-changing world.
The MSXI Mission
To harness our expertise in mobility, the creativity of our global teams, and the power of technology, to craft tailored and innovative solutions.
The MSXI Vision
To enhance every journey in the world of mobility.
MSX is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy or maternity. As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy.
#J-18808-Ljbffr
-
Analyst (Biological Quality Control)
hace 3 semanas
España Kymos Group A tiempo completoKYMOS GROUP is a medium-size and fast-growing Contract Research Organization (CRO) with headquarters in Spain and laboratories in Spain, Italy, and Germany and a Liasson office in South Korea, offering comprehensive bioanalytical and CMC analytical services to the life sciences industry. Its laboratories are GMP and GLP certified and GCP compliant, and have...
-
Quality Control Analyst
hace 1 mes
España MSX International Inc. A tiempo completoQuality Control Analyst (Customer Service)Quality Assurance SpecialistDo you have solid experience evaluating the quality and functionality of Contact Center teams with operations for multiple markets and are you ready to take on new challenges?This is your role in MSX!Purpose of the Position:The Quality Assurance Specialist is responsible for monitoring and...
-
Quality Control Analyst
hace 4 semanas
España Kymos Group A tiempo completoBuscamos a analistas para nuestro departamento de Control de Calidad, donde se analizan principalmente materias primas, producto acabado y especialidades farmacéuticas. Las responsabilidades son: - Dar soporte a los químicos analíticos en la preparación de muestras y en el uso de diversas técnicas analíticas (potenciometrías, Karl Fisher,...
-
Quality&Compliance Analyst
hace 1 mes
España Kaleidos Estrategia Global A tiempo completoJoin Our Team! We’re on the lookout for a proactive individual with strong Ethics & Compliance skills to take charge of calls quality. If you're empathic, motivated, and ready to make an impact, we want to hear from you! Quality Compliance Analyst The Quality Compliance Analyst is responsible for conducting assessments of customer service call quality,...
-
Quality Control Analyst
hace 2 semanas
España Cromology A tiempo completoEn **Cromology** nos enorgullece ofrecer productos de calidad que hacen la vida de las personas más colorida y vibrante! Somos una compañía que estamos en constante búsqueda de la excelencia, estamos comprometidos con la satisfacción del cliente y el trabajo en equipo. Actualmente, estamos buscando un/a** Analista de Control de Calidad** apasionado/a y...
-
Quality Control Analyst
hace 1 mes
España MSX International Inc. A tiempo completoQuality Control Analyst (Customer Service)Quality Assurance SpecialistDo you have solid experience evaluating the quality and functionality of Contact Center teams with operations for multiple markets and are you ready to take on new challenges?This is your role in MSX!Purpose of the Position:The Quality Assurance Specialist is responsible for monitoring and...
-
Senior Quality Analyst
hace 3 semanas
España Thoughtworks Inc. A tiempo completoWoven between all the stages of the delivery process is the work of a Quality Analyst: the technologist who focuses on the complexity and risk inherent in building solutions. By collaborating with each team member—Developer, Business Analyst, Designer, etc.—they ensure quality is thoughtfully examined in both processes and technology. QAs are more than...
-
Quality Control Analyst
hace 1 mes
España MSX INTERNATIONAL A tiempo completoQuality Assurance Specialist Do you have solid experience evaluating the quality and functionality of Contact Center teams with operations for multiple markets and are you ready to take on new challenges? This is your role in MSX! Purpose of the Position: The Quality Assurance Specialist is responsible for monitoring and evaluating the quality of customer...
-
Quality Assurance Analyst
hace 1 mes
España Pepsi-Cola Products Philippines, Inc. (PCPPI) A tiempo completoWHAT YOU WILL DO The Quality Assurance Analyst will assist the Quality Assurance Manager in managing the Quality Assurance operations through the effective execution of manufacturing standards and procedures at the set frequency. Quality Management - Ensure adherence to quality standards and product quality through physical, analytical, and microbiological...
-
Quality Systems Analyst
hace 1 mes
España TE Connectivity A tiempo completoThe Quality Analyst / Quality Systems Lead is the Quality Systems Representative for this location. This role is responsible for ensuring that all quality-related activities are being performed according to the QMS procedures and must have a working knowledge of Quality Assurance and Quality Control. Candidates from all industries are invited to...
-
Quality Systems Analyst
hace 1 mes
España TE Connectivity Corporation A tiempo completoAt TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world.Job OverviewThe Quality Analyst / Quality Systems Lead is the Quality Systems Representative for this location. This role is responsible for ensuring that all quality-related activities are being performed...
-
Senior Quality Analyst
hace 1 mes
España Thoughtworks Inc. A tiempo completoWoven between all the stages of the delivery process is the work of a Quality Analyst: the technologist who focuses on the complexity and risk inherent in building solutions. By collaborating with each team member—Developer, Business Analyst, Designer, etc.—they ensure quality is thoughtfully examined in both processes and technology. QAs are more than...
-
Senior Quality Analyst
hace 1 mes
España Thoughtworks Inc. A tiempo completoWoven between all the stages of the delivery process is the work of a Quality Analyst: the technologist who focuses on the complexity and risk inherent in building solutions. By collaborating with each team member—Developer, Business Analyst, Designer, etc.—they ensure quality is thoughtfully examined in both processes and technology. QAs are more than...
-
Quality Analyst
hace 2 semanas
España Mango A tiempo completoEn Mango inspiramos y unimos mediante nuestra pasión por el estilo y la cultura. Estamos en 118 países y nuestra presencia online se extiende a más de 80 países. Nuestro equipo está formado por personas de 112 nacionalidades y en un 80% por mujeres. Buscamos un/a QUALITY ANALYST **¿CÓMO SERIA TU DÍA A DÍA EN MANGO?** Buscamos un Buscamos un/a...
-
CS Quality Assurance Analyst
hace 1 semana
España Ryanair A tiempo completoLong Description CS Quality Assurance Analyst Ryanair are currently recruiting for a CS Quality Assurance Analyst to join the Customer Service Team of Europe’s Largest Airline Group This is an excellent time to join Ryanair as we look to grow to over 800 aircraft and 300m guests per year within the next 10 years. As a CS Quality Assurance Analyst,...
-
Junior Quality&Compliance Analyst
hace 1 mes
España Kaleidos Estrategia Global A tiempo completoWe’re on the lookout for a proactive individual with strong Ethics & Compliance skills to take charge of call quality for the first time. If you're empathic, motivated, and ready to make an impact, we want to hear from you! The Junior Quality Compliance Analyst plays a key role in ensuring the quality and compliance of customer service interactions. The...
-
Quality Control Quality Assurance Officer
hace 1 mes
España Ferrer Internacional SA A tiempo completoEn Ferrer utilizamos nuestro negocio para luchar por la justicia social. Somos una compañía que lleva años buscando hacer las cosas de manera diferente; en lugar de maximizar el retorno de los accionistas, devolvemos gran parte de nuestros beneficios a la sociedad y los destinamos allí donde verdaderamente hacen falta. Vamos más allá del cumplimiento y...
-
Divisional Risk
hace 3 semanas
España buscojobs España A tiempo completoJob ID : R0320147Full / Part-Time : Full-timeRegular / Temporary : RegularListed : 2024-10-17Location : MadridPosition OverviewWe strive for a culture in which we are empowered to excel together every day. This includes acting responsibly, thinking commercially, taking initiative and working collaboratively.Together we share and celebrate the successes of...
-
Quality Assurance Analyst
hace 1 mes
España NN Group A tiempo completoNationale Nederlanden Individual Protection Solutions S.L is a subsidiary company of Nationale Nederlanden Group located in Madrid, Spain. We provide specialized services for the development and maintenance of insurance products for the different international Business Units from NN Group. On this occasion, we offer an indefinite Quality Assurance Analyst...
-
Quality System Analyst
hace 1 mes
España Gestamp A tiempo completoQuality System Analyst Location: Gestamp Servicios II, ES, Gestamp Se Date: Oct 1, 2024 Principales actividades y ámbito de la responsabilidad Liderar iniciativas de calidad corporativa en el ámbito de las tecnologías de control e inspección. Validar la adquisición de nuevos equipos de calidad para las distintas plantas del...
