Quality Assurance Representative

hace 3 semanas

Mérida, México Worldstrides A tiempo completo

**Essential Responsibilities**:**Performance & Productivity**- Provide quality feedback and roleplay sessions on a weekly/monthly basis to Customer Service and Experience reps, to reinforce product knowledge, skills, and systems to encourage and support a positive customer experience;- Provide quality reporting on a weekly/monthly basis to the Manager of Customer Experience;- Lead weekly calibration calls with Management to ensure consistent call scoring of reps;- Assist and/or lead training of new hires, including all products and divisions;- Take a deep dive into WorldStrides policies and procedures, and offer ways to improve processes to provide an excellent customer experience.**Job Requirements**- 1 to 2 years of frontline customer service required;- Previous quality assurance and training experience preferred;- Creates and maintains a high-quality work environment and is inspired to perform at their highest capabilities;- Demonstrated working knowledge in all organization's products, services, procedures, platforms, and guidelines with the ability to effectively communicate to team mates, stakeholders, and customers;- Positive attitude, detail and customer oriented with good multitasking and organizational ability;- Collaborate with other departments (customer relations, sales etc.) to manage reputation, identify key players and coordinate actions;- Ability to multitask, switching between written and oral communication as needed;- Strong attention to detail, with a strong focus on the Customer Experience and how it can be improved;- Able to identify trends with customers, and effectively communicate to Leadership;**Qualifications**:- Consistently delivers on the performance attributes under the WorldStrides Customer Service Cornerstones: Customer Rapport; Issue Resolution; Engagement; and, Leadership;- Demonstrated Customer/Client Focus with a Bias towards "Win-Win" Resolutions;- Proven Written and Oral Business & Customer Communication Proficiencies;- Organizational & Prioritization Skills in a Fast-Paced, Customer-centric Environment;- Demonstrated Proficiencies with MS Office, Proprietary Enterprise-level Platforms, and CRM (Salesforce or MS Dynamics);- Strong Leadership and Conflict Management skills;- Two Year College Required or Relevant Client/Customer-facing Financial Relationship Management Work Experience; and,- Travel to Other Offices and/or Call Centers as needed**Requirements**:**Objective**:The Customer Experience, Quality Assurance Representative (QAR) role is responsible for administering the quality assurance process and scoring of agents, as well as assisting with the training and development of Customer Support Agents.The QAR will meet regularly with reps to coach and mentor them to reach their fullest potential.The QAR will review calls daily, evaluating for improvements in the overall customer, both internal and external, experience.This position will report to the Manager of the Customer Experience team

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