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Quality Analyst Customer Service
hace 2 semanas
We are reruiting an English speaking Quality Analyst Customer Service for an international company in Valencia.
**Role**:
- Conduct quality review on Customer Support agents
- Accompany quality assessments with meaningful and constructive feedback, while helping agentsto improve their quality performance
- Maintain comprehensive knowledge of Customer Support processes and procedures
- Follow and adhere internal and external SLAs and KPIs, individually and within the team level
- Help the team accomplish its objectives
- Engage to continuous knowledge development regarding sector’s rules, regulations, best practices, tools, techniques and performance standards
- Report Customer Support team’s performance to relevant stakeholders
**Profile**:
- Native/fluent in English, both oral and written.
- Minimum of 1 - 2 years' experience in Support Quality (CS / quality / control)
- Experience working internationally
- Previous experience in a Quality background
- **Impeccable English communication skills**:
- Problem-solving ability, making decisions and providing recommendations
- Reliable, adaptable and display commitment to the team’s goals
- Autonomous, able to work independently as well as part of a team
- Tech savvy and have a good command of Google Workspace
- Customer-focused.
Work Location: In person
