Customer Experience Quality Assurance Specialist

hace 2 meses


Monterrey, Nuevo León, México Resultscx A tiempo completo
Job Description:

We are seeking a highly skilled Quality Assurance Analyst to join our team at ResultsCX.

As a Quality Assurance Analyst, you will actively participate in internal and external client listening/calibration sessions to ensure thorough understanding of the programs they support, goals, and client standards. You will utilize existing tools and technology such as Interaction Analytics and reporting dashboards to analyze trends or patterns affecting quality.

Key Responsibilities:

  • Communicate with supervisors regarding employee performance through performance consultancy and QA forum participation, providing structured and timely recommendations may it be verbal or written, and monitoring the result of stated recommendations.
  • Perform other duties, functions, and tasks that are incidental and inherent to the job.

Requirements:

  • Strong product knowledge, and good grasp/understanding of customer care expectations, quality, and verifications guidelines.
  • Exceptional time management, listening, and analytical skills.
  • Above average oral, written, and interpersonal communication skills; coupled with pleasant disposition and detail orientedness.
  • The ability to work well independently or in a team environment, provide on-call support, and work a flexible schedule.
  • Experience in the same position. Strong knowledge of customer care processes and techniques, preferred.
  • Extensive knowledge of Customer Care Expectations & Quality Guidelines.
  • Strong computer and software skills; proficient in Microsoft Office: Word, Excel and PowerPoint; and other QA tools: SharePoint, Formstack, CSI/VLauncher, Zero Variance, Hyper Quality, TPG, Salesforce, etc.
  • Dedication to providing exceptional customer service.

Benefits:

  • Frequent Employee events, games, parties, and all-around fun in the workplace.
  • Healthcare Benefits.
  • Opportunity to grow with ResultsCX if that's "Your Greater".

About ResultsCX:



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