Quality Assurance Analyst

hace 2 semanas


Tlahuac, México Concord Servicing de Mexico A tiempo completo

Concord es una empresa Americana con mas de 30 años y busca personal altamente calificado para cubrir necesidades por crecimiento.

Quality Assurance Customer Service

**Responsibilities**:

- Maintain and develop internal support and call center quality standards;
- Assess support interactions based on internal standards;
- Accompany evaluations with meaningful and constructive feedback;
- Discuss and explain feedback with agents in regular meetings;
- Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the support team’s performance affects those KPIs;
- Create strategies to improve support KPIs;
- Help agents improve their performance with specific instructions and constant support;
- Map the need for training and onboarding programs and initiate these projects;
- Monitor customer service performance on the agent and team level;
- Create reports that reflect support performance;
- Report support team’s performance to higher-ups;
- Participate in calibration sessions to maintain consistency in internal evaluations;
- Contribute to the team culture in a positive manner.

**Requirements**:

- Experience in the customer service space;
- Proven track record of analytical skills;
- Hands-on experience in quality assurance;
- Great people skills and ability to communicate (negative) feedback;
- Good organizational skills, knowledgeable of goal-setting practices;
- Examples of data visualization abilities and understanding of support metrics;
- Perception of basic business metrics and how support impacts those;
- Problem-solving capabilities to create meaningful strategies to improve support quality.

**Job Types**: Full-time, Permanent

**Salary**: $20,400.00 - $22,400.00 per month

Work Location: In person

Expected Start Date: 22/05/2023



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