QA Analyst Call Center

hace 6 días

Tijuana, México HYUMAN A tiempo completo

**Quality Assurance Specialist**

**Job Summary**:
In this role, you will support to develop and shape fromtline support strategy and execution. You will work closely with the call center leadership team, internal, and cross functional stakeholders.

**Duties/Responsibilities**:

- Maintains and develops internal quality standards.
- Analyze NPS and CSAT results and provide constructive feedback and action plans for improving results.
- Recommend enhancement or updates to supporting materials and training programs to improve customer experience.
- Coordinate and participates in calibration sessions to ensure consistency in monitoring and evaluation standards.

Executes weekly and monthly evaluation of all contact center frontline support team members.
- Completes and distributes weekly/montly reporting of evaluation progress.

Completes and distributes weekly/monthly reports on performance trends on business, team, and agent levels.

**Required Skills/Abilities**:

- Strong written and verbal communication skills and ability to present information in a clear and concise manner.
- Experience working in a fast-paced environment and ability to manage multiple tasks with a varying degree of complexity and difficulty.
- Experience conducting in-person coaching, development, and interactive training sessions in call center environment.
- Outstanding customer service skills and dedication to providing exceptional customer care
- Proficient Microsoft Office Suite or related software.
- Bi-lingual with exceptional English language and writing skills.

**Education and Experience**:

- At least 2 years of experience in a quality assurance or call center leadership role.
- Experience developing action plans to improve quality standards or KPI performance.
- Experience with business intelligence system.
- High School Diploma.
- Bachelor's Degree a plus.

Tipo de puesto: Tiempo completo

Salario: $1.00 - $2.00 al mes

Educación:

- Bachillerato terminado (Deseable)

Experiência:

- QA: 2 años (Obligatorio)

Idioma:

- Inglés (Obligatorio)

Lugar de trabajo: Empleo presencial

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