Customer Quality Assurance and Experience Specialist
hace 2 semanas
We are seeking a detail-oriented and analytical professional to support our global Customer Experience (CX) teams as a Quality Assurance Specialist. This role involves ensuring that all established processes and procedures are being followed to deliver exceptional customer experiences.
Key Responsibilities:
- Evaluate customer, product, and agent-specific tickets in the CX organization to identify areas for improvement
- Analyze data using the Zendesk Quality Assurance tool to provide insights and recommendations for process enhancements
- Participate in calibration sessions with business leaders to ensure consistency in scoring and adoption of the QA tool
- Maintain and manage personal evaluation workload to ensure timely completion of tasks
- Collaborate with other QA Specialists to continuously improve and evolve the Zendesk QA tool and scorecards
Requirements:
- Excellent communication and interpersonal skills with ability to build strong relationships with team members and stakeholders
- Ability to work effectively in a globally distributed team and adapt to changing priorities
- Strong attention to detail with ability to analyze complex data and provide actionable insights
- Empathy and compassion for customers with desire to ensure their experience is met or exceeded
Estimated Salary: $60,000 - $80,000 per year
Location: Mexico City (CDMX) or Mexico State (Estado de Mexico)
At Zendesk, we believe in delivering exceptional customer experiences and providing our employees with a fulfilling and inclusive work environment. We offer a hybrid work model that allows our team members to balance remote work with in-person collaboration and learning opportunities.
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