Quality Assurance Analyst, Customer Service

hace 7 meses


El Prat de Llobregat, España DOW JONES A tiempo completo

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 transfer skills

Desired

Previous experience with data analytics 

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

Reasonable accommodation: Dow Jones, Making Careers Newsworthy - We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. EEO/AA/M/F/Disabled/Vets. Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process.

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

    Description : Content Quality Analyst Dow Jones is looking for a Quality Analyst to join our Due Diligence team responsible for the creation of high-quality reports on companies and/or individuals using a combination of publicly-available sources and proprietary databases. As a Quality Analyst, you will review, proofread and edit bespoke reports...

  • Quality Assurance

    hace 4 meses


    El Prat de Llobregat, España Lluch Essence A tiempo completo

    **Localización** El Prat de Llobregat**Departamento** Quality Assurance**Reporting Directo** Quality Assurance & Food Safety Manager**Funciones**: - Gestión y seguimiento de las certificaciones de seguridad alimentaria animal y humana implantadas. - Gestión y seguimiento del sistema de Calidad certificado. - Participación en auditorías externas de...


  • El Prat de Llobregat, Barcelona, España MioDottore A tiempo completo

    Discover a new challenge in the field of software quality assurance as a key member of our team at MioDottore.About UsMioDottore is a leading healthcare platform with a presence in 13 countries, serving over 90 million patients every month. Our innovative approach has garnered recognition from top venture capital funds, and we're committed to making the...

  • Consultant RA QA

    hace 7 meses


    El Prat de Llobregat, España Clarivate A tiempo completo

    We are looking for a RAQA Consultant ( Regulatory Affairs / Quality Assurance ) to join our Clinical and Regulatory Team. This is an amazing opportunity to work on regulatory and quality consulting projects. We have a great skill set in data monitoring, content writing and consulting for multiple domains- regulatory submissions, clinical trials,...


  • El Prat de Llobregat, España CSafe Global A tiempo completo

    **JOB PURPOSE** The Logistics Administrative and Customer Service efficiently supports and coordinates the order process, from receipt of the order to delivery to the end customer, as well as following up with the customer in the event of incidents or complaints. **ABOUT THE COMPANY** CSafe Global offers the most comprehensive suit of thermal shipping...

  • Customer Service Agent

    hace 7 meses


    El Prat de Llobregat, España Lluch Essence A tiempo completo

    **Location** El Prat de Llobregat**Departament** Customer Service**Reporting** Customer Service Manager**Functions**: - Customer representative in the organization: intermediary service between customers and other departments of the company. - Creation of commercial offers in the system according to customer requirements - Receipt, management and...

  • Customer Service Intern

    hace 4 semanas


    El Prat de Llobregat, España Lluch Essence A tiempo completo

    **Localización** El Prat de Llobregat**Departamento** Customer Service**Reporting directo** Customer Service Manager*** **Funciones**: - Colaborar en la atención de consultas de clientes a través del correo electrónico y el teléfono - Soporte en la creación de ofertas comerciales en el sistema según requerimientos de cliente - Apoyar en la...


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

    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...


  • El Prat de Llobregat, España Giesecke+Devrient A tiempo completo

    **In a fast changing world, it takes pioneering spirit to create trustworthy technology. We enable secure solutions for billions of people around the globe. At Giesecke+Devrient, you will play a key role in realizing the digital transformation.** **Giesecke+Devrient** is a global company that offers security technologies, both in the physical and digital...


  • El Prat de Llobregat, España Giesecke+Devrient A tiempo completo

    Giesecke+Devrient is a global company that offers security technologies, both in the physical and digital world. G+D has different commercial sectors and one of them is G+D Mobile Security , the world leader in secure telecommunications systems via SIM / eSIM. Here we are looking for a Supplier Quality Engineer in Barcelona. The main responsibilities...


  • El Prat de Llobregat, España Lluch Essence A tiempo completo

    **Location** - El Prat de Llobregat**Departament** Commercial**Reporting** Customer Service Team Leader Americas**Functions**: - Customer representative in the organization: intermediary service between customers and other departments of the company. - Creation of commercial offers in the system according to customer requirements. - Receipt, management and...


  • Santa Cruz de Tenerife, Santa Cruz de Tenerife, España The Ritz-Carlton A tiempo completo

    OverviewThe Ritz-Carlton is a renowned hospitality brand that offers unparalleled service and luxury experiences to its guests. As a Quality Assurance Specialist, you will play a crucial role in ensuring that the high standards of our hotel operations are maintained.SalaryWe offer a competitive salary of approximately €30,000 per year, commensurate with...

  • Bcn Customer Service

    hace 6 meses


    El Prat de Llobregat, España Vueling A tiempo completo

    At **Vueling**, we love things to happen. We always try to go one step further and do it better. More than a job - it's a way of life. That's why we work together as a team made up of talented and passionate people, collaborating, supporting and complementing each other. We are one of Europe’s leading low-cost airlines, with special relevance in the...


  • Las Palmas de Gran Canaria, Las Palmas, España Barceló Group A tiempo completo

    Hotel Quality Assurance SpecialistBarceló Group is looking for a detail-oriented Hotel Quality Assurance Specialist to join our team in Las Palmas, Spain. As a key member of our hotel's operations team, you will be responsible for ensuring that our high standards of quality are met in all aspects of the guest experience.Key Responsibilities:Conduct regular...

  • Bcn Customer Service

    hace 6 meses


    El Prat de Llobregat, España Vueling A tiempo completo

    Welcome to this recruitment process with Vueling! Let's start by getting to know us better! **At Vueling, we love things to happen. **We always do our best to go one step further and do it better. We invite our people to celebrate their unique strengths, work as a team to overcome challenges and achieve their goals for the greater good. Our team is made...

  • Customer Operations

    hace 7 meses


    El Prat de Llobregat, España Giesecke+Devrient A tiempo completo

    **In a fast changing world, it takes pioneering spirit to create trustworthy technology. We enable secure solutions for billions of people around the globe. At Giesecke+Devrient, you will play a key role in realizing the digital transformation.** **Giesecke+Devrient** is a global company that offers security technologies, both in the physical and digital...


  • El Prat de Llobregat, España Lluch Essence A tiempo completo

    **Localización** El Prat de Llobregat**Departamento** Comercial**Reporting Directo** Customer Service Team Leader Amercias**Funciones**: - Representante de la clientela en la organización: servicio intermediario entre los clientes y otros departamentos de la empresa. - Dar un nível alto de servicio atendiendo consultas de clientela a través del correo...

  • Business Analyst

    hace 7 meses


    Esplugues de Llobregat, España Nestle Operational Services Worldwide SA A tiempo completo

    **We are looking for Business Analyst to be part of our Supply Chain - Customer Service team.** **Position Snapshot** Location: Nestle Global Tech Hub Barcelona, Spain Type of Contract: Permanent Contract Team: IT Supply Chain &Procurement (Customer Service) Type of work: Hybrid/Remote Work Language: Fluent Business English **The role** In this position,...


  • Laguna de Duero, España PPG A tiempo completo

    Responsible and accountable for customer quality issues. This position serves as the link between Technical, Sales, Customer Service & Manufacturing Operations; acting as a leader in Root Cause Analysis, ensuring timely response in an effectively manner. Single point of contact for all type of customer complaints, and claims. **Position Description**: -...

  • Optimization Analyst

    hace 3 horas


    El Prat de Llobregat, España Vueling A tiempo completo

    At **Vueling**, we love things to happen. We always try to go one step further and do it better. More than a job - it's a way of life. That's why we work together as a team made up of talented and passionate people, collaborating, supporting and complementing each other. We are one of Europe’s leading low-cost airlines, with special relevance in the...