Customer Quality Assurance Specialist

hace 5 días

Mexico City Zendesk A tiempo completo

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Job Description
 

We are looking for a Quality Assurance Specialist to support our global Customer Experience (CX) teams. The QA Specialists are responsible for ensuring all established processes and procedures are being followed to support the overall customer experience. This individual must have a keen eye for detail and have the ability to provide insight analysis through the use of the Zendesk Quality Assurance tool. 

Responsibilities

  • Complete evaluations of customer, product, and agent-specific tickets in the Customer Experience (CX) organization

  • Identify behavior opportunities through coaching within the QA tool

  • Participation of calibration sessions with business leaders

  • Ensure consistency in scoring and adoption of the QA tool

  • Ensure alignment between QA metrics and organizational priorities

  • Demonstrate strong focus on customer experience  

  • Maintain and manage personal evaluation workload

  • Maintain and update regional reports related to global quality data

  • Identify and contribute to documentation opportunities to help align processes within the business

  • Identify opportunities for improvement within business processes

  • Coordinate with other QA Specialists to continuously improve and evolve the Zendesk QA tool and scorecards, including the development of new QA programs

  • Ability to keep up-to-date with product changes and new features

Requirements: 

  • 1 to 2 years experience within an operational area and knowledge of operational support systems (i.e. phone systems, chat & email support, case management, billing or tracking systems)

  • Outstanding interpersonal communication skills and cross-functional relationship building skills

  • Ability to work effectively and interact with team members and stakeholders from all levels & regions

  • Empathy, compassion and a desire to ensure that our customers receive the proper Zendesk treatment and willingness to take steps to continuously improve it

  • Strong attention to detail with the ability to balance competing priorities, prioritize tasks effectively

  • Creative, motivated, and capable of working on your own as well as part of a globally distributed team

  • The ability to drive and own conversations in support of the overall CX goals

  • Previous experience with quality assurance applications (Klaus, Maestro QA, Playvox, Genesys, NICE, ect) (desirable)


 

Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

About Zendesk - Champions of Customer Service

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiencesâand we stick with it in our workplace. Over 5,000 employees worldwide have the flexibility to choose where they work. The fact is, we know great work happens anywhere. Whether youâre collaborating from your home office, a Zendesk workspace, or the kitchen table, youâre part of one team at Zendesk.

Zendesk is an equal opportunity employer, and weâre proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. 

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

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