Quality Assurance Specialist
hace 1 semana
**Job Summary**
Concord Servicing is seeking a highly skilled Quality Assurance Specialist to join our team. As a Quality Assurance Specialist, you will play a critical role in maintaining and developing internal support and call center quality standards.
**Key Responsibilities**
• Assess support interactions based on internal standards and provide meaningful and constructive feedback to agents.
• Accompany evaluations with feedback and discuss it with agents in regular meetings.
• Analyze customer service metrics (e.g. CSAT, FRT, IQS) and their impact on support team performance.
• Create strategies to improve support KPIs and help agents improve their performance.
• Map the need for training and onboarding programs and initiate these projects.
• Monitor customer service performance on the agent and team level and create reports to reflect support performance.
• Report support team performance to higher-ups and 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 with a proven track record of analytical skills.
• Hands-on experience in quality assurance and great people skills with the ability to communicate feedback.
• Good organizational skills, knowledgeable of goal-setting practices, and data visualization abilities.
• Understanding of support metrics and basic business metrics, as well as problem-solving capabilities to create meaningful strategies to improve support quality.
**Benefits**
• Competitive salary: $20, $22,400.00 per month.
• Pantry vouchers: 2,000 MX per month.
• Internet voucher: 400 MX per month.
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